Senior IT Service Desk Analyst

RR-0341974 - Sr Analyst II Infrastructure Services

Job Description:

Key Responsibilities

• Act as the first 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 as ServiceNow (SNOW) or equivalent.
• Provide initial diagnosis and resolution for common IT issues (hardware, software, network, access-related).
• Ensure adherence to SLA/OLA targets, including response and resolution timelines.
• Perform ticket triaging, routing, and escalation to L2/L3 teams where required.
• Follow up with users to ensure issue resolution and customer satisfaction.
• Maintain clear and professional communication with end-users throughout the ticket lifecycle.
• Document troubleshooting steps, resolutions, and maintain updated knowledge base articles.
• Support user account management tasks (password reset, access provisioning, AD/Exchange support).
• Participate in shift-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 with ITSM tools (ServiceNow preferred).
• Good understanding of incident, request, and problem management processes.
• Excellent communication and customer handling skills.
• Ability to handle high-volume ticket environments.
• Strong analytical and troubleshooting skills.
• Ability to work in 24x7 shift environment.

Experience & Qualifications

• 2–3 years of experience in IT Service Desk / Technical Support.
• Bachelor’s degree in IT, Computer Science, or related field (preferred).
• ITIL Foundation certification (good to have).

Behavioural Expectations

• Customer-first mindset with a service-oriented approach
• Strong team collaboration and ownership mindset
• Ability to work under pressure with attention to detail
• Continuous learning and improvement attitude

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.

Experience Level

Mid Level