IT Support Service Desk

Overview of the IT Support Service Desk Role

This role at DXC Technology focuses on supporting the critical operations and continuous improvement of ITIL-based service management processes. You will be instrumental in ensuring timely resolution of incidents, effective management of problems and changes, and maintaining comprehensive knowledge resources. The position emphasizes collaboration with support teams and a commitment to user satisfaction within a dynamic IT environment.

Role Responsibilities

• Support the operation and improvement of ITIL-based service management processes such as incident, problem, change, request, and knowledge management.
• Monitor and track tickets in the ITSM tool (e.g., ServiceNow, Remedy, Jira Service Management) to ensure timely resolution and SLA adherence.
• Assist in coordinating change requests and maintaining change calendars.
• Help analyze incident and service request trends to identify improvement opportunities.
• Participate in service review meetings and help document minutes, action items, and follow-ups.
• Collaborate with support teams to gather performance metrics and prepare service reports.
• Assist in maintaining knowledge base articles and standard operating procedures (SOPs).
• Ensure user satisfaction by supporting feedback collection and continuous improvement initiatives.

Basic Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 0–2 years of experience in IT support, service desk, or business operations (internships and academic projects accepted).
• Basic understanding of IT service management concepts (ITIL preferred).
• Familiarity with ticketing and service management tools such as ServiceNow, Freshservice, BMC Remedy, or Jira.
• Ability to use Excel or reporting tools to organize and analyze data.
• Exposure to customer support or IT operations environments is a plus.

Other Qualifications

• ITIL Foundation Certification (preferred but not mandatory).
• Exposure to service reporting, dashboards, or data visualization tools (e.g., Power BI).
• Understanding of SLAs, OLAs, and service catalogs.

Company Culture at DXC Technology

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.

Important Note on Recruitment Fraud

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

Key skills/competency

• ITIL
• Service Management
• Incident Management
• Problem Management
• Change Management
• Ticketing Systems
• ServiceNow
• Data Analysis
• Customer Support
• SLA Management