Job Description:
Key Requirements
Diploma or Bachelor holder in Computer Science/Information technology
6-8 years of relevant experience in Desktop Support
IT knowledge in Windows 8, Windows 10, 11 and basic network setup troubleshooting
Experience with managing teams and their performance
Hardware knowledge: PC, laptop, printer / copier / scanner, projector, tele-conference, mobile phones,
Hardworking with positive work attitude and a passion to excel in IT industry
Good customer service mindset
Able to motivate and guide team
Help junior resources with technical issue resolutions
Process improvement initiatives
Need to work from client premises
Intermediate knowledge in IT Infrastructure (Network topologies, VPN, Server etc.) enough to isolate end user problems.
Customer focus, with exceptionally good customer service, inter-personal and telephony skills sets.
Process oriented
Knowledge Management activities
Able to perform in fast moving and demanding environment
Able to multitasked
Team player who is self-motivated, self-disciplined and initiative
Reporting
Key Responsibilities
Diagnose and resolve software and equipment (PC, laptop, printer / copier / scanner, projector, tele-conference, mobile phones, etc.) incidents, including operating systems (Windows and Mac) and across a range of software applications
Maintains a first class level of customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner.
Install, upgrade, patch, support and troubleshoot Macintosh and Windows Operating System and application such as Microsoft office, Adobe and any other authorized desktop application.
Perform smart hands and eyes for Infrastructure
Break-fix support for Laptop, desktop, tablets and associated hardware peripherals
Performs general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.
Manage desktop lifecycle programs by tracking hardware through Asset Management from delivery through end of life, builds, application installations, user migration and hardware installations.
Coordinate with vendors for external support and repair
Responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools
Meets established Service Level Agreements (SLAs) guidelines
IMAC support including large scale/bulk office moves/re-stack activities (all moves)
Support for Operating System, software, MS Office suite and other business application
Manage the ticket queue in Ticketing tools system and ensure they are resolved and closed within the defined service level maintenance
Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Asset management of IT hardware and assets: Stock control and management
Provide accurate and timely documentation in IT Service Management Tool
Participate in hardware and software rollout projects (windows migration, office Moves, new equipment…)
Conceptual understanding of DNS, DHCP and AD, Group Policies
Reporting to senior management – internally and externally
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 available here.
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