Service Desk Analyst

**Job Description:** **About DXC Technology:** **We are a Fortune 500 global IT services leader. Our more than 130,000 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 1–2 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 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**. * Fluent in **English** **Experience & Qualifications** * 1–2 years of experience in **IT Service Desk / Technical Support**. * Bachelor’s 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 **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. 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](https://nam12.safelinks.protection.outlook.com/?url=https://careers.dxc.com/global/en%23fraud_warning&data=05%7c01%7cjhanda%40dxc.com%7cdfc9200ee54a4a2cbd1e08dbecc892f9%7c93f33571550f43cfb09fcd331338d086%7c0%7c0%7c638364118427715875%7cUnknown%7cTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7c3000%7c%7c%7c&sdata=s0zVysf9f4QibEs/xNc7yE0vzT4Ae61CRppkSzWUOGw%3D&reserved=0)**_._**