Global Service Desk

DXC Technology; Quezon City; Vor Ort; PHP 335.000 - 536.000; Vollzeit

Zusammenfassung

DXC Technology is recruiting a customer service-focused IT Help Desk professional in the Philippines. You will log, diagnose, and resolve issues across products in the customer environment, providing solutions through information gathering and troubleshooting.

You will route incidents when needed, adhere to service levels, and contribute to process improvements. Strong communication, teamwork, and familiarity with ITIL/ITSM are essential.

Qualifikationen

• College graduate with IT/CS degree or related field.
• 1–2 years in IT service desk, technical support, or similar role.
• ITIL/ITSM familiarity is a plus.
• Strong written and verbal communication for a customer-facing role.

Aufgaben

• Log, validate, and diagnose customer issues across products and applications.
• Provide solutions via information gathering, troubleshooting, or route incidents to resolution.
• Manage and escalate incidents per SLAs and procedures.
• Maintain excellent attendance to support service delivery.
• Respond promptly and professionally while following IMS guidelines.
• Identify recurring issues and suggest improvements with measurable benefits.

Kenntnisse

Customer service

Problem solving

Written communication

Verbal communication

Independent work

Team collaboration

Technical communication

ITIL/ITSM familiarity

Ausbildung

Information Technology / Computer Science degree

Jobbeschreibung

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 escal incidents to the appropriate resolution group when required.
• Manage and escal 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.