Service Desk Analyst

Job Description:

Essential Job Functions:

• Log, validate, and diagnose customer issues across the range of products and applications used within the customer environment.
• Provide solutions through information gathering, analytical troubleshooting, and problem research, or route and escalate incidents to the appropriate resolution group when required.
• Manage and escalate incidents in accordance with agreed service levels and established procedures.
• Maintain excellent attendance and punctuality to support service delivery requirements.
• Respond promptly and professionally to customers while adhering to the principles and procedures of the Integrated Management System.
• Identify and analyze recurring issues and recommend improvements within the area of responsibility that may deliver measurable business benefits.

Core Competencies:

• Customer-oriented, enthusiastic, courteous, and confident in taking ownership of customer concerns and problem resolution.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Ability to work independently and manage assigned tasks effectively.
• Strong team player with good collaboration skills.
• Excellent customer service and problem-solving skills.
• Good written and verbal communication skills appropriate to the supported market or country.
• Basic knowledge or familiarity with ITIL/ITSM practices.
  

Basic Qualifications:

• College graduate, preferably with a degree in Information Technology, Computer Science, or a related field.
• At least 1–2 years of relevant experience in IT service desk, technical support, customer support, or a similar role.
• Basic knowledge or familiarity with ITIL/ITSM processes is an advantage.
• Strong written and verbal communication skills, with a customer-service-oriented mindset.
  

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 available here.