SAP CSD Agent

DXC Technology Company; Dublin; On-site; EUR 30,000 - 42,000; Full time

Job summary

DXC Technology in Ireland is seeking an IT CSD Support Associate to handle hotline calls and manage IT incidents and service requests from our EMEA and LATAM clients. The role is hybrid, requiring 3 days per week in the Dublin office.

You will follow the knowledge base to apply fixes, dispatch tickets to the right resolver groups, and ensure security and data protection standards are met while delivering reliable support to SAP employees and customers.

Qualifications

• 3rd Level IT qualification or equivalent required.
• ITIL knowledge would be beneficial.
• Strong customer focus and teamwork.

Responsibilities

• Call handling for inbound IT support hotline.
• Fully qualify and process all incoming IT support tickets per service levels.
• Apply solutions, workarounds, patches and fixes as per Knowledge Base.
• Effective dispatch to the correct organization and resolver group.
• Ensure compliance with security and data protection standards.

Skills

ITIL knowledge

Customer focus

Quality

Teamwork

Problem solving

Multitasking

Flexibility with shifts

Availability on public holidays

Education

3rd Level IT qualification (Cert, Diploma, Degree)

Job description

Job Description:

Role: IT CSD Support Associate

Brief Summary:

The IT CSD Support Associate primarily answers hotline calls and responses to IT Incidents and Service Request Tasks from our end-user clients in EMEA and LATAM region.

Please note the role will require hybrid attendance in the Dublin office (3 days a week)

CSD Vision:

To deliver best in class employee workplace and collaboration experience, enriched by World Class support services and cloud solutions to boost SAP employee's productivity.

CSD Mission:

Our workplace offers simple ways of working and collaborating for SAP employees and customers. Employee productivity is augmented by world class support and high satisfaction. We provide vital IES solutions, rock-solid operations 7x24.

Expectations and Tasks

• Call handling for inbound IT support hotline.
• Fully qualify and process all incoming IT support tickets in adherence to the agreed service, quality, and client satisfaction levels
• Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base.
• Effective dispatch to the correct organization and resolver group.
• Ensure compliance with all security and data protection standards, policies and processes.

SKILLS AND COMPETENCIES

• 3rd Level Qualification - Cert, Diploma, Degree in IT related discipline
• ITIL process knowledge would be a benefit.
• Customer Focus
• Quality
• Teamwork
• Problem Solving
• Multitasking
• Flexibility to change shift to best ensure coverage for Agents.
• Availability for working on Public Holidays, expectation is half will be worked.

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.