Service Desk Agent

Service Desk Agent Location: MYS - KUALA LUMPUR Job Description: 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 Role Overview We are seeking a proactive and customer-focused Service Desk Agent with 2–3 years of experience to provide first-level IT support. The role involves handling incidents, service requests, and ensuring timely resolution while delivering high-quality customer experience in line with organizational SLAs and processes. Key Responsibilities Act as thefirst point of contact (L1 support)for all IT-related incidents and service requests via calls, emails, chat, or ticketing tools. Log, classify, and prioritize incidents accurately in tools such asServiceNow (SNOW)or equivalent. Provideinitial diagnosis and resolutionfor common IT issues (hardware, software, network, access-related). Ensure adherence toSLA/OLA targets, including response and resolution timelines. Performticket triaging, routing, and escalationto L2/L3 teams where required. Follow up with users to ensureissue resolution and customer satisfaction. Maintain clear and professionalcommunication with end-usersthroughout the ticket lifecycle. Document troubleshooting steps, resolutions, and maintain updatedknowledge base articles. Supportuser account management tasks(password reset, access provisioning, AD/Exchange support). Participate inshift-based operations, including weekends/holidays if required. Working from onsite is must requirement. Required Skills & Competencies Strong knowledge of: Windows OS / Mac OS basics Microsoft Office 365 / Email (Outlook, Teams) Active Directory / User Administration Basic networking concepts (VPN, LAN/Wi-Fi, DNS) Hands-on experience withITSM tools (ServiceNow preferred). Good understanding ofincident, request, and problem managementprocesses. Excellentcommunication and customer handling skills. Ability to handlehigh-volume ticket environments. Stronganalytical and troubleshooting skills. Ability to work in24x7 shift environment. Experience & Qualifications 2–3 years of experience inIT Service Desk / Technical Support. Bachelor’s degree in IT, Computer Science, or related field (preferred). ITIL Foundation certification (good to have). Behavioral Expectations Customer-first mindset with aservice-oriented approach Strong team collaboration andownership mindset Ability to work under pressure withattention to detail Continuous learning and improvement attitude Why Consider This Opportunity? This role provides the opportunity to: Shape high visibility transformation engagements Drive influence across key solution areas including Cloud, Data, AI, and ServiceNow Build deeper relationships with customers, account teams, and practice leadership Contribute directly to practice growth, capability uplift, and strategic direction Advance your consulting career in a role with both delivery and growth responsibilities Our culture and benefits: DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training, and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work. Some of these include. Extensive resources to support your onboarding and continual development including DXC University DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition We know that great people refer great people. We will reward you when you bring your friends and family to work at DXC More time to do the things you love with flexible leave options, including purchased leave Take time to give back with charitable and emergency services volunteer days Well-being matters to us and our Employee Assistance Program is there to support you and your family. How to apply & our commitment to you in return: If you would like to be part of a culture that drives innovation, delivers results, rewards performance and encourages ideas, then please press the "Apply Now" button to submit your resume. In return, we agree to ensure a hiring process that is enjoyable, thorough, and fair. We strive to provide an environment that lets you thrive and show off the very best version of yourself, while learning about us at the same time. Interviews and onboarding are conducted online, as part of us being a virtual-first company. We are an Equal Opportunity Employer: DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the ‘bring your whole-self to work’ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities. 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. 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 availablehere.