Service Desk Analyst

Job Description:

About DXC Technology:

We are a Fortune 500 global IT services leader. Our more than 130000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services across the Enterprise Technology Stack to drive business impact. DXC is an employer of choice with strong values and fosters a culture of inclusion belonging and corporate citizenship. We are DXC.

Role Overview

We are seeking a proactive and customer-focused Service Desk Agent with 12 years of experience to provide first-level IT support. The role involves handling incidents service requests and ensuring timely resolution while delivering high-quality customer experience in line with organizational SLAs and processes.

Key Responsibilities

• Act as thefirst 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 asServiceNow (SNOW)or equivalent.
• Provideinitial diagnosis and resolutionfor common IT issues (hardware software network access-related).
• Ensure adherence toSLA/OLA targets including response and resolution timelines.
• Performticket triaging routing and escalationto L2/L3 teams where required.
• Follow up with users to ensureissue resolution and customer satisfaction.
• Maintain clear and professionalcommunication with end-usersthroughout the ticket lifecycle.
• Document troubleshooting steps resolutions and maintain updatedknowledge base articles.
• Supportuser account management tasks(password reset access provisioning AD/Exchange support).
• Participate inshift-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 withITSM tools (ServiceNow preferred).
• Good understanding ofincident request and problem managementprocesses.
• Excellentcommunication and customer handling skills.
• Ability to handlehigh-volume ticket environments.
• Stronganalytical and troubleshooting skills.
• Ability to work in24x7 shift environment.
• Fluent in English

Experience & Qualifications

• 12 years of experience inIT 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 aservice-oriented approach
• Strong team collaboration andownership mindset
• Ability to work under pressure withattention to detail
• Continuous learning and improvement attitude

Our Culture and Benefits

DXC is committed to building better futures for our customers colleagues environment and communities. We take care of each other and foster a culture of inclusion belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

Our people first philosophy means we offer competitive remuneration benefits training and career opportunities that reflect our commitment to improving the lives of our employees and the communities in which we live and work.

We are an Equal Opportunity Employer

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognize it is the unique contributions of our people that give us our edge. We stand by the bring your whole-self to work philosophy. It is our inclusive culture that powers our results and our company grows only if our people grow.

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.

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 information on employment scams is availablehere.