RR-0384652 - Analyst I Infrastructure Services

DXC Technology Company; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

DXC Technology is seeking an experienced Onsite IT Support Lead to manage the Bengaluru-based team responsible for end-user computing, device support and service delivery. You will coordinate incidents, manage assets and collaborate with remote resolver groups to ensure service quality.

The role requires strong leadership, ITIL knowledge, and proficiency with Windows, Microsoft 365 and ServiceNow. You will engage with business users and vendors to maintain stable IT operations in a large

Qualifications

• Strong experience in onsite IT / End User Computing / Workplace Support.
• Experience leading or coordinating a team of desktop/onsite support engineers.
• Knowledge of Windows desktop/laptop support, Microsoft 365, hardware troubleshooting, enterprise user support, incident management, IT Asset lifecycle, LAN/Wi-Fi.
• Working knowledge of ITIL-based service management processes.
• Experience with ITSM tools such as ServiceNow.
• Ability to manage escalations and prioritize multiple operational issues.
• Strong customer-facing and stakeholder-management skills.
• Excellent written and verbal communication.
• Ability to work with remote resolver teams.

Responsibilities

• Lead and coordinate daily onsite IT support team activities.
• Allocate and prioritise incidents, service requests and operational activities across team members.
• Ensure adequate support coverage during agreed business/support hours.
• Act as the first point of escalation for operational and technical issues requiring onsite intervention.
• Conduct regular team reviews and ensure adherence to defined processes and procedures.
• Coordinate shift, leave and backup coverage to maintain service continuity.
• Provide and oversee onsite support for desktops, laptops, monitors, docking stations, printers and associated workplace peripherals.
• Support Windows operating systems, Microsoft 365 applications and standard enterprise workplace tools.
• Coordinate troubleshooting of hardware, software, connectivity and user-access-related issues.
• Support device installation, configuration, replacement, refresh and decommissioning activities.
• Provide onsite assistance for meeting-room and collaboration technology issues where applicable.
• Coordinate with remote resolver groups for issues requiring specialised technical support.
• Monitor open incidents and service requests and ensure timely resolution within agreed SLAs.
• Ensure tickets are appropriately assigned, updated and closed with adequate resolution details.
• Follow up on ageing, breached or high-priority tickets.
• Coordinate Major Incident support requiring onsite activities.
• Identify recurring issues and work with relevant resolver teams towards permanent resolution.
• Support IT asset movement, allocation, collection and replacement activities.
• Ensure appropriate documentation and tracking of devices handled by the onsite team.
• Coordinate stock availability for commonly required replacement equipment and peripherals.
• Support periodic asset verification and reconciliation activities as required.
• Ensure equipment is handled in accordance with applicable security and asset-management procedures.
• Act as the primary operational interface for onsite workplace support at the Mumbai location.
• Coordinate with business users, service desk, infrastructure teams, vendors and other resolver groups.
• Provide clear updates on critical incidents, service issues and operational dependencies.
• Coordinate vendor visits and third-party support activities where required.
• Escalate risks, delays and dependencies to the appropriate service management stakeholders.
• Track service performance against agreed SLAs and operational targets.
• Review ticket backlog, ageing and recurring support issues.
• Provide regular operational status and escalation updates.
• Participate in service reviews and operational meetings as required.
• Identify opportunities for service improvement, automation and reduction of recurring incidents.
• Maintain appropriate operational documentation, knowledge articles and support procedures.
• Ensure team adherence to customer and organisational processes, policies and security requirements.
• Follow applicable change, incident, request, asset and access-management processes.
• Ensure appropriate approvals are obtained before performing controlled activities.
• Support audit and compliance requirements relevant to onsite workplace support.

Skills

Onsite IT

Team leadership

Windows support

Microsoft 365

ITIL processes

ServiceNow

Stakeholder management

Communication

Education

Bachelor’s degree or diploma in IT/CS/Engineering

Tools

ServiceNow

Job description

Job Description:

Key Responsibilities

Onsite Operations & Team Leadership

• Lead and coordinate the daily activities of the onsite IT support team.
• Allocate and prioritise incidents, service requests and operational activities across team members.
• Ensure adequate support coverage during agreed business/support hours.
• Act as the first point of escalation for operational and technical issues requiring onsite intervention.
• Conduct regular team reviews and ensure adherence to defined processes and procedures.
• Coordinate shift, leave and backup coverage to maintain service continuity.

End-User & Workplace Support

• Provide and oversee onsite support for desktops, laptops, monitors, docking stations, printers and associated workplace peripherals.
• Support Windows operating systems, Microsoft 365 applications and standard enterprise workplace tools.
• Coordinate troubleshooting of hardware, software, connectivity and user-access-related issues.
• Support device installation, configuration, replacement, refresh and decommissioning activities.
• Provide onsite assistance for meeting-room and collaboration technology issues where applicable.
• Coordinate with remote resolver groups for issues requiring specialised technical support.

Incident & Service Request Management

• Monitor open incidents and service requests and ensure timely resolution within agreed SLAs.
• Ensure tickets are appropriately assigned, updated and closed with adequate resolution details.
• Follow up on ageing, breached or high-priority tickets.
• Coordinate Major Incident support requiring onsite activities.
• Identify recurring issues and work with relevant resolver teams towards permanent resolution.

Asset & Inventory Coordination

• Support IT asset movement, allocation, collection and replacement activities.
• Ensure appropriate documentation and tracking of devices handled by the onsite team.
• Coordinate stock availability for commonly required replacement equipment and peripherals.
• Support periodic asset verification and reconciliation activities as required.
• Ensure equipment is handled in accordance with applicable security and asset-management procedures.

Stakeholder & Vendor Coordination

• Act as the primary operational interface for onsite workplace support at the Mumbai location.
• Coordinate with business users, service desk, infrastructure teams, vendors and other resolver groups.
• Provide clear updates on critical incidents, service issues and operational dependencies.
• Coordinate vendor visits and third-party support activities where required.
• Escalate risks, delays and dependencies to the appropriate service management stakeholders.

Service Management & Reporting

• Track service performance against agreed SLAs and operational targets.
• Review ticket backlog, ageing and recurring support issues.
• Provide regular operational status and escalation updates.
• Participate in service reviews and operational meetings as required.
• Identify opportunities for service improvement, automation and reduction of recurring incidents.
• Maintain appropriate operational documentation, knowledge articles and support procedures.

Governance & Compliance

• Ensure team adherence to customer and organisational processes, policies and security requirements.
• Follow applicable change, incident, request, asset and access-management processes.
• Ensure appropriate approvals are obtained before performing controlled activities.
• Support audit and compliance requirements relevant to onsite workplace support.

Required Skills & Experience

• Strong experience in onsite IT / End User Computing / Workplace Support.
• Prior experience leading or coordinating a team of desktop/onsite support engineers.
• Strong knowledge of:
  • Windows desktop/laptop support
  • Microsoft 365 applications
  • Hardware and peripheral troubleshooting
  • Enterprise user support
  • Incident and service request management
  • IT asset lifecycle activities
  • Basic LAN/Wi-Fi and connectivity troubleshooting
• Working knowledge of ITIL-based service management processes.
• Experience working with enterprise ITSM/ticketing tools such as ServiceNow or equivalent.
• Ability to manage escalations and prioritise multiple operational issues.
• Strong customer-facing and stakeholder-management skills.
• Good written and verbal communication skills.
• Ability to work effectively with remote infrastructure and resolver teams.

Preferred Qualifications

• Bachelor’s degree or diploma in IT, Computer Science, Engineering or a related discipline.
• ITIL Foundation certification preferred.
• Relevant Microsoft, desktop support or workplace technology certifications would be advantageous.
• Previous experience supporting a large enterprise or regulated environment would be beneficial.

Key Competencies

• Team leadership and coordination
• Customer orientation
• Ownership and accountability
• Technical troubleshooting
• SLA and service management
• Incident and escalation management
• Stakeholder communication
• Planning and prioritisation
• Process and compliance discipline
• Problem-solving and continuous improvement

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.