Service Desk - Level 1 Agent Support

Join to apply for the Service Desk - Level 1 Agent Support role at DXC Technology
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In this role you will provide first‑tier support for IT service requests and incidents through the Service Now platform, handling calls, emails and chat inquiries, logging and categorizing issues accurately, and ensuring timely resolution while maintaining documentation and meeting defined SLAs. You will also support infrastructure services through basic troubleshooting, routine monitoring, and collaboration with your team to address operational challenges.

• Handle incoming requests and incidents via phone, email, and chat.
• Log and categorize issues in Service Now accurately.
• Perform basic troubleshooting and escalate unresolved cases.
• Provide users with timely updates and resolution guidance.
• Maintain documentation and adhere to defined SLAs.
• Offer foundational technical support in infrastructure services, providing assistance in routine tasks.
• Participate in basic monitoring and routine troubleshooting of infrastructure systems.
• Collaborate with team members to address infrastructure challenges and daily operational tasks.
• Develop and improve technical skills through on‑the‑job experience.
• Show eagerness to learn and gain expertise in infrastructure services.
• Follow established best practices and standards in infrastructure service delivery.

• Bachelor's degree in a relevant field or equivalent combination of education and experience.
• Typically, 1+ years of relevant work experience.
• Proven experience in infrastructure technology analysis.
• Basic understanding of IT service desk processes.
• Familiarity with Service Now or similar ticketing tools is a plus.
• Customer‑focused, with a helpful and professional attitude.

• An advanced degree in a relevant field is a plus.
• Relevant certifications, such as CompTIA A+, Microsoft Certified:
  Azure Fundamentals, or Google Cloud Associate, are a plus.

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.

Location:

Riyadh, Saudi Arabia.