SAP CSD Agent

DXC Technology Company; Dublin; Hybrid; EUR 32,000 - 45,000; Full time

Job summary

DXC Technology is seeking an IT CSD Support Associate to handle hotline calls and IT incidents for end-user clients in the EMEA and LATAM regions.

The role involves responding to IT incidents and service requests with a strong focus on customer satisfaction, quality, and teamwork. The position requires hybrid attendance in the Dublin office (3 days a week) to support in-person collaboration and flexible work arrangements.

Qualifications

• 3rd Level IT qualification in IT-related discipline.
• ITIL process knowledge would be a benefit.
• Customer focus and quality are essential.
• Teamwork and problem-solving skills are required.

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 from Knowledge Base.
• Effectively dispatch to the correct organization and resolver group.
• Ensure compliance with security and data protection standards.

Skills

Customer Focus

Quality

Teamwork

Problem Solving

Multitasking

Flexibility

Public Holidays

ITIL Knowledge

Education

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

Job description

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.

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.