Reporting Analyst at DXC Technology in Singapore, Singapore

Reporting Analyst Location: SGP - SINGAPORE Job Description: The Service Desk Reporting Analyst is responsible for evaluating the technical accuracy and customer service quality of interactions handled by the Service Desk team. This role ensures that support analysts adhere to internal protocols, resolve technical issues efficiently, and maintain a high standard of communication with end-users. Key Responsibilities Quality Monitoring: Conduct regular audits of recorded calls, chat transcripts, and email threads to assess technical troubleshooting, soft skills, and adherence to scripts. Ticket Auditing: Review incident and request tickets within the ITSM tool (e.g., ServiceNow) to ensure proper categorization, thorough documentation, and timely resolution. Feedback & Coaching: Provide constructive, data-driven feedback to Service Desk analysts. Facilitate coaching sessions to improve performance and technical competency. Trend Analysis: Identify recurring technical issues or process gaps and report findings to management to drive training initiatives or service improvements. Compliance & Policy: Ensure all support activities comply with company security policies, SLAs (Service Level Agreements), and standard operating procedures (SOPs). Reporting: Develop and maintain quality dashboards and weekly reports highlighting CSAT (Customer Satisfaction) scores and Quality Assurance (QA) metrics. Technical Requirements & Skills Experience 2–4 years in a Service Desk or Technical Support environment, with at least 1 year in a QA or lead role. Tools Proficiency with ITSM platforms and call recording software. Strong understanding of ITIL frameworks (Incident, Request, and Problem Management). Exceptional active listening, objective evaluation skills, and the ability to deliver difficult feedback diplomatically. Familiarity with OS troubleshooting (Windows/macOS), O365, and basic networking. At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is availablehere.