Perform troubleshooting support relates to software and hardware issues, including OS and across a range of software applications on the client machine (M365, MS Outlook, MS Team conferencing, 3rd party applications, etc.).
Support complex meeting room equipment troubleshooting and escalating the issue to vendor
ServiceNow ticket review and approval
With initiative to feedback business and technical challenges
Communicating with team members and clients in a professional manner as situations arise, and at regular intervals ensure that all parties involved are kept up to date on the ticket status
Attending and participating in regularly scheduled team meetings, development training, and other meetings as needed
Attend hardware refresh project and manage the project with end user support team
Technical/Functional Competencies
Oversee Desktop Support Services, providing direction, support and guidance for all onsite support teams in Asia.
Participates in troubleshooting of issues with the Incident Manager, Problem Manager and Engineering team to drive towards root cause identification and resolution.
Provides guidance, knowledge transfer, and mentoring to Desktop Support Team
Oversees desktop user support service to very important customers.
Participates and/or leads project efforts for continual improvement for customer-facing tasks, project related tasks as well as internal process-related improvement items.
Review and approves Service Requests. Change Requests & Global Changes.
Acts as a customer relationship liaison, gives internal customers (e.g., Secretaries, Business Management and VIP users) a channel to voice concerns and work to resolutions.
Manages the support & reporting of Key Risk Indicators for each Branch to internal Risk team for desktop maintenance, including inventory and software distribution, and security maintenance, including virus updates and patch management.
Coordinates, develops and/or reviews end-user documentation and instructions.
Experience with Azure, AD, Windows 11, M365, Window Server, Audio & Video meeting room equipment, basic networking, printer and iPhone troubleshooting
Familiar with ServiceNow tracking system
Perform duties as required from time to time.
Excellent communication skills (written and verbal), capable of bridging the gap between technology and business functions
Strong customer service and communication skills with a focus on rapport-building, listening and questioning skills
Ability to judge and prioritize action & multi-task in a fast-paced/demanding environment.
Strong analytical & problem-solving using knowledge base and AI
Support timing
Normal Shifts: 9am to 6pm Mon to Fri
To support weekly after office hour standby at least once per month
Ad hoc weekend and after office hour incident support and annual BCP testing
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.
