SAP CSD Agent

DXC Technology Company; Ireland; Hybrid; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Inclusive environment

Job summary

DXC Technology in Ireland is seeking an IT CSD Support Associate to handle hotline calls and IT incident requests from our end-user clients in EMEA and LATAM. The role requires hybrid attendance in the Dublin office (3 days a week).

The candidate will qualify and process tickets, apply fixes from the Knowledge Base, and dispatch to the correct resolver groups while ensuring security and data protection compliance. This is a customer-service oriented IT role emphasizing reliability and teamwork.

Qualifications

• 3rd level IT qualification is required.
• ITIL knowledge would be a benefit.
• Strong customer focus and problem-solving skills.
• Ability to multitask and adapt to shift coverage.

Responsibilities

• Handle inbound IT support hotline calls.
• Fully qualify and process tickets per service levels.
• Apply fixes and workarounds from Knowledge Base.
• Dispatch tickets to appropriate resolver groups.
• Ensure compliance with security and data protections.

Skills

Customer Focus

Quality

Teamwork

Problem Solving

Multitasking

Flexibility

Public Holidays availability

ITIL knowledge

Education

3rd Level IT qualification

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.