RR-Sr Analyst II Infrastructure Services

Job Description:

Key Responsibilities

• Act as the first point of contact (L1 support) for all IT-related incidents and service requests via calls emails chat or ticketing tools.
• Log classify and prioritize incidents accurately in tools such as ServiceNow (SNOW) or equivalent.
• Provide initial diagnosis and resolution for common IT issues (hardware software network access-related).
• Ensure adherence to SLA/OLA targets including response and resolution timelines.
• Perform ticket triaging routing and escalation to L2/L3 teams where required.
• Follow up with users to ensure issue resolution and customer satisfaction.
• Maintain clear and professional communication with end-users throughout the ticket lifecycle.
• Document troubleshooting steps resolutions and maintain updated knowledge base articles.
• Support user account management tasks (password reset access provisioning AD/Exchange support).
• Participate in shift-based operations including weekends/holidays if required.
• Working from onsite is must requirement.

Required Skills & Competencies

• Strong knowledge of:
  • Windows OS / Mac OS basics
  • Microsoft Office 365 / Email (Outlook Teams)
  • Active Directory / User Administration
  • Basic networking concepts (VPN LAN/Wi-Fi DNS)
• Hands-on experience with ITSM tools (ServiceNow preferred).
• Good understanding of incident request and problem management processes.
• Excellent communication and customer handling skills.
• Ability to handle high-volume ticket environments.
• Strong analytical and troubleshooting skills.
• Ability to work in 24x7 shift environment.

Experience & Qualifications

• 23 years of experience in IT Service Desk / Technical Support.
• Bachelors degree in IT Computer Science or related field (preferred).
• ITIL Foundation certification (good to have).

Behavioural Expectations

• Customer-first mindset with a service-oriented approach
• Strong team collaboration and ownership mindset
• Ability to work under pressure with attention to detail
• Continuous learning and improvement attitude

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. Were committed to fostering an inclusive environment where everyone can thrive.

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