Bilingual Service Desk Agent- REMOTE

Job Description:

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern Workplace.

Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

As a help desk agent, you will be the first contact for the end user who reports any incidents related to their computer equipment, access to applications/networks, or issues with work applications. You will also handle and/or process any requests that help the user carry out their activities. As a first level support, you will address these types of contacts, solving them at the first level if possible or promptly directing them to higher-level resolution groups.

What you’ll do:

• Answer calls, create tickets, and resolve software/hardware IT incidents within scope.
• Document the entire resolution process carried out to solve the incident.
• Create tickets that need to be escalated to second-level support groups.
• Use knowledge bases as a resource to resolve incidents.
• Follow up on assigned tickets.
• Participate in service improvement initiatives.

Who you are:

• Technical degree or Bachelor's degree in Systems, Computer Science, or a related field.
• Minimum of 1 year of experience providing support via phone.

Basic required knowledge:

• Windows Operating System (latest versions)
• English: Advanced
• Email configuration and support (e.g., Microsoft Outlook)
• Web browsers (Google Chrome, Microsoft Edge, Internet Explorer)
• Ticketing tools (e.g., ServiceNow)
• Remote configuration of computers/printers
• Remote access tools (e.g., LogMeIn, AnyDesk, Remote Desktop Manager, etc.)
• Communications: VPN, desktop setup, internet, etc.

Soft Skills:

• Customer service attitude.
• Ability to assist users and resolve their incidents quickly, or escalate the issue to the appropriate support group.
• Excellent verbal and written communication skills.
• Willingness to work rotating shifts.
• Ability to maintain confidentiality of information.

Work Environment

• This is a remote position- Candidate can be located anywhere in México.

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

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.