Csd Agent (On-Site Dublin)

Job Description:

Role: IT CSD Support Associate

Brief Summary: The IT CSD Support Associate primarily answers hotline calls and responses to IT Incidents and Service Request Tasks from our end-user clients in EMEA and LATAM region.

CSD Vision: To deliver best in class employee workplace and collaboration experience, enriched by World Class support services and cloud solutions to boost SAP employee’s productivity.

CSD Mission: Our workplace offers simple ways of working and collaborating for SAP employees and customers. Employee productivity is augmented by world-class support and high satisfaction. We provide vital IES solutions, rock-solid operations 7x24.

Expectations and Tasks

• Call handling for inbound IT support hotline.
• Fully qualify and process all incoming IT support tickets in adherence to the agreed service, quality, and client satisfaction levels
• Apply solutions, workarounds, patches and fixes as defined in our Knowledge Base.
• Effective dispatch to the correct organization and resolver group.
• Ensure compliance with all security and data protection standards, policies and processes.

IT CSD. SKILLS AND COMPETENCIES

• 3rd Level Qualification – Cert, Diploma, Degree in IT related discipline
• ITIL process knowledge would be a benefit.
• Customer Focus
• Quality
• Teamwork
• Problem Solving
• Multitasking
• Flexibility to change shift to best ensure coverage for Agents.
• Availability for working on Public Holidays, expectation is half will be worked.

** Currently a Hybrid role - Office 3 days per week which may increase in the future**

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.