User Experience Engineer - Proactive Support Analyst (PSA)

Job Description:

Proactive Support Analyst (PSA)

At DXC Technology, delivering excellence for our customers and colleagues is more than just a motto, it’s something we strive towards constantly through our work. Every day we deliver mission critical services in a secure environment whilst promoting our people first agenda, a real sense of community and a healthy work-life balance. Our consistently positive customer feedback and continuous growth helps us cement our place as one of the world’s leading IT solutions enterprises, helping us deliver services and solutions in both challenging and exciting situations.

We are seeking a talented and detail-oriented Proactive Support Analyst to join our team. The Proactive Support Analyst plays a crucial role in our analytics process by analysing endpoint data to identify and address issues proactively. Using monitoring tools and ad-hoc investigation methods, you will be responsible for supporting our clients and ensuring a high-quality user experience.

Roles & Responsibilities:

• Act as a subject matter expert (SME) on proactive support, utiliszing monitoring tools to detect potential issues on endpoint devices.
• Analyse data to detect possible root causes of proactive incidents and suggest corrective actions to mitigate or resolve them.
• Provide support teams with lists of users requiring additional troubleshooting to prevent or address incidents.
• Prepare reports with proposed actions for class issues affecting more than [10] users and raise them as Problem or Change records with the Problem Management team.
• Build data analysis queries for specific investigations and provide consultancy to clients as needed.
• Standardise, automate, and create dashboard representations of recurring investigations to streamline processes and improve efficiency.
• Collaborate with internal teams to ensure proper handling of discovered issues and their resolution.

Skills & Qualifications:

• Experience in endpoint reactive support, data analysis, reporting, and proactive support.
• Strong understanding of user experience (UX) and its impact on customer requirements.
• Proficiency in analysing proactive tooling data and conducting deep dives into root cause analysis, toolset training will be provided.
• Familiarity with endpoint support analytics, including networking, security, hardware, and software-related issues.

Mandatory skills & experience:

• Expertise in endpoint issues and problem analysis.
• Ability to create a coherent narrative on performance indicators and trends.
• Understanding of networking, security, hardware, software, APIs, and SQL.
• Excellent communication skills and the ability to work collaboratively with cross-functional teams.
• Strong MS Excel skills
• Understanding of PowerShell scripting an advantage
• Understanding of Power BI / Elastic would be an advantage

Benefits:

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• A supportive and inclusive work environment.
• Flexibility and remote work options.

If you're an analytical thinker with a passion for proactively identifying and solving endpoint issues, we encourage you to apply.

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