Help Desk Technician

19 hours ago


Taguig, National Capital Region, Philippines DXC Technology Inc. Full time

DXC Technology Inc. seeks a dedicated Help Desk Technician to deliver top-notch support services.

Overview of the Position

This role entails offering prompt and professional assistance to clients through multiple communication channels, primarily in Mandarin, and documenting incidents accurately.

Main Responsibilities

  • Incident Resolution: Quickly identify and resolve hardware, software, and network issues, escalating complex cases to higher support levels as necessary.
  • Issue Tracking: Utilize a ticketing system to record and monitor incidents and service requests, ensuring thorough documentation of all interactions.
  • Customer Engagement: Provide friendly and attentive support, maintaining open communication and keeping clients updated on resolution progress.
  • Documentation and Knowledge Management: Develop and maintain a comprehensive knowledge base, including FAQs and guides, to empower users in resolving everyday issues autonomously.
  • Collaboration and Team Participation: Work closely with other support teams to expedite issue resolution and contribute to team discussions on best practices and knowledge sharing.
  • User Education and Support: Assist clients in developing fundamental IT skills and best practices to minimize the recurrence of similar issues.

Required Qualifications

  • Proficiency in Mandarin and English, both written and spoken.
  • Bachelor's degree; preference for IT or related fields.
  • Prior experience in customer-facing or technical support roles is advantageous.
  • Strategic problem-solving and customer satisfaction focus.
  • Basic understanding of IT principles and technologies.
  • Excellent communication and interpersonal skills.
  • Meticulous attention to detail and systematic approach to troubleshooting.
  • Able to thrive in dynamic, fast-paced environments.


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