Service Desk Analyst (English and Mandarin Speaker) at DXC Technology

Petaling Jaya, Selangor, Malaysia

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Information Technology, TechnologyIndustries

Requirements

Previous experience in a fast-paced, high-pressure role in a constantly changing business environment
Strongly team-focused with proven communication skills
Flexible and willing to work variable shift pattern (adherence to 24x7 roster)
Technical aptitude and basic understanding of various hardware, software, Microsoft operating systems and applications
Excellent verbal and written communication skills in Mandarin and English
Preferably previous experience in a technical support or customer service environment, delivering front-line service to customers, ideally in an international company
Ability to communicate at all levels, both technically and non-technically
Professional and confident demeanor
Good time management skills
Excellent communication (written and oral) and listening skills
Ability to perform well as part of a team under direct supervision
Strong customer focus with prior experience in a customer service role
Strong interpersonal skills
Analytical and diagnostic skills
Desire to work in a rapidly changing environment
Demonstrated ability to prioritize tasks and work under pressure
Demonstrated ability to actively participate and work within a team
Ability to appropriately deal with difficult clients and situations, negotiating mutually satisfactory outcomes
Ability to comprehend and uphold DXC Policies and Procedures

Responsibilities

Answer contacts promptly and professionally
Log/validate all contacts in the Call Handling Database
Resolve a high percentage of customer problems using relevant tools and systems
Manage end-to-end all calls logged, providing regular updates to customers on call status
Complete follow-on actions as appropriate
Invoke Escalation Procedures within defined time frames
Adhere to account Policies & Procedures
Work to achieve individual and team goals
Protect confidential and sensitive information and materials
Observe strict compliance to licensing, copyright, and trademark legislation
Accomplish other duties as required
Adhere to all DXC Policies & Procedures, including Security and SOBCC

Skills

Mandarin

English

Microsoft Operating Systems

Hardware

Software

Troubleshooting

Customer Service

Technical Support

Call Logging

Escalation Procedures

DXC Technology

IT services for enterprise modernization and management

About DXC Technology

DXC Technology provides IT services to large enterprises, focusing on modernizing their critical systems and operations. The company uses the Enterprise Technology Stack to enhance IT infrastructure, optimize data architectures, and ensure security across various cloud environments, including public, private, and hybrid. DXC operates on a contractual basis, offering consulting, system integration, and managed services to help clients improve their IT operations. What sets DXC apart from competitors is its strong commitment to innovation, sustainability, and corporate responsibility, which has earned it recognition as one of the Most Responsible Companies. The goal of DXC Technology is to be a trusted partner for enterprises, helping them achieve scalable and secure IT solutions while promoting inclusion and diversity within its workforce.

McLean, VirginiaHeadquarters

2017Year Founded

$14.6MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

10,001+Employees

Risks

Emerging IT service providers offer cost-effective solutions, threatening DXC's market share.

Rapid technological changes may outpace DXC's innovation, risking service obsolescence.

Economic downturns could reduce IT spending, impacting DXC's long-term contract revenue.

Differentiation

DXC Technology is a Fortune 500 global IT services leader.

The company specializes in modernizing mission-critical systems for large enterprises.

DXC's Enterprise Technology Stack ensures security and scalability across cloud environments.

Upsides

DXC is recognized as a leader in the 2024 Magic Quadrant for Outsourced Digital Workplace Services.

The Quercus AI platform collaboration with Ferrovial and Microsoft enhances DXC's innovation capabilities.

DXC's role in transforming Italy's healthcare sector showcases its expertise in digital transformation.

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