Service Desk Agent

DXC Technology is seeking a proactive and customer-focused Service Desk Agent with 2–3 years of experience to provide first-level IT support.

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 kn...