Global Service Desk

PHES EntServ Philippines, Inc.; Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

PHES EntServ Philippines, Inc. is seeking an IT Service Desk professional to log, diagnose, and resolve customer issues across multiple products within our customer environments. The role emphasizes clear communication, timely escalation, and adherence to service levels.

The candidate should have 1–2 years of relevant experience, a degree in IT/CS or related field, and a customer-service mindset. DXC collaboration and a focus on ITIL/ITSM practices are noted, with emphasis on teamwork and

Qualifications

• College graduate in Information Technology, Computer Science, or related field.
• 1–2 years of IT service desk/technical support/customer support experience.
• Knowledge of ITIL/ITSM processes is an advantage.
• Strong written and verbal communication with a customer-service mindset.

Responsibilities

• Log, validate, and diagnose customer issues across product ranges used in the customer environment.
• Provide solutions via information gathering, troubleshooting, and research, escalated when required.
• Manage and escalate incidents per SLA and established procedures.
• Maintain excellent attendance to support service delivery.
• Respond promptly and professionally per the Integrated Management System.

Skills

Customer focus

Communication skills

Independent work

Team player

Customer service

Written & verbal English

ITIL/ITSM familiarity

Education

College degree in IT/CS or related field

Job description

Essential Job Functions

• Log, validate, and diagnose customer issues across the range of products and applications used within the customer environment.
• Provide solutions through information gathering, analytical troubleshooting, and problem research, or route and escalated incidents to the appropriate resolution group when required.
• Manage and escalation incidents in accordance with agreed service levels and established procedures.
• Maintain excellent attendance and punctuality to support service delivery requirements.
• Respond promptly and professionally to customers while adhering to the principles and procedures of the Integrated Management System.
• Identify and analyze recurring issues and recommend improvements within the area of responsibility that may deliver measurable business benefits.

Core Competencies

• Customer-oriented, enthusiastic, courteous, and confident in taking ownership of customer concerns and problem resolution.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Ability to work independently and manage assigned tasks effectively.
• Strong team player with good collaboration skills.
• Excellent customer service and problem-solving skills.
• Good written and verbal communication skills appropriate to the supported market or country.
• Basic knowledge or familiarity with ITIL/ITSM practices.

Basic Qualifications

• College graduate, preferably with a degree in Information Technology, Computer Science, or a related field.
• At least 1–2 years of relevant experience in IT service desk, technical support, customer support, or a similar role.
• Basic knowledge or familiarity with ITIL/ITSM processes is an advantage.
• Strong written and verbal communication skills, with a customer-service-oriented mindset.

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.

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.