Service Desk Analyst

2 weeks ago

Petaling Jaya, Malaysia DXC Technology Full time

**Job Description: Service Desk Analyst (Mandarin Speaker)**

**About DXC Technology**

DXC Technology is a leading Fortune 500 IT services company with $17.7 billion in revenue (FY21) and more than 130,000 colleagues around the world. At DXC, we harness innovation to help planes fly, markets function, and businesses move at the speed of digital commerce. Serving more than 240 of the Fortune 500, we have a 60-year track record of delivering and modernizing the world’s most mission-critical IT systems.

**JOB SUMMARY**:
**Profile**:

- Excellent verbal and written communication skills in **Mandarin and English**.

**Responsibilities & Activities**:

- Answer contacts promptly and professionally
- Log/Validate all contacts Call Handling Database
- Resolve a high percentage of customer problems using the 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 SOBC

**Core Competency**:

- Ability to communicate at all levels, both technically and non-technically
- Professional & confident
- 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
- Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes
- Ability to comprehend and uphold DXC Policies and Procedures Adherence to roster

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.

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