About the Company
DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com. DXC Vietnam has been recognized as one of the Best Companies to Work for in Asia 2025 by HR Asia Magazine, highlighting its exceptional HR practices and 31-year legacy in the country. The company also earned the special Most Caring Company Award in 2025 for prioritizing employee well-being and fostering a supportive, inclusive workplace culture.
About the Role
IT Service Desk Agent provide first-line technical and customer support by logging, validating, diagnosing and resolving customer issues related to products and applications used at customer sites. Deliver solutions through effective information gathering, analytical troubleshooting and problem research, or route or escalate issues to the appropriate resolution groups. Ensure call escalation and management are completed in accordance with agreed service levels.
Responsibilities
- Answer customer contacts promptly and professionally
- Log and validate all contacts within the handling database
- Diagnose and resolve a high percentage of customer issues using relevant tools and systems
- Manage calls end-to-end, providing regular and accurate updates to customers on call status
- Complete follow-on actions as required
- Invoke escalation procedures within defined timeframes when necessary
- Adhere to all applicable company policies, procedures, and service standards
- Work towards achieving individual and team performance goals
- Protect confidential and sensitive information and materials
- Ensure strict compliance with licensing, copyright and trademark legislation
- Perform other duties as assigned
Qualifications
- Bachelor's degree in Computer Science or equivalent work experience
Required Skills
- Previous experience working effectively in a fast-paced, high-pressure and constantly changing environment
- 1-2 years of experience in a technical support and/or customer service role, preferably delivering frontline support directly to customers within an international company or call center environment
- Flexibility and willingness to work variable shift patterns, including a 24x7 roster (Working schedule: Wed to Sun, based on a roster)
- Basic technical aptitude with understanding of hardware, software and Microsoft® operating systems
- Ability to communicate effectively in English, both written and verbal
Preferred Skills
- Ability to communicate effectively at all levels, both technical and non-technical
- Excellent written and verbal communication, telephone etiquette and active listening skills
- Strong customer focus with proven interpersonal and relationship-building skills
- Professional and confident manner
- Strong analytical and diagnostic skills
- Effective time management and task prioritization skills, with the ability to work under pressure
- Ability to work collaboratively as part of a team under direct supervision
- Capability to handle difficult clients and situations and negotiate mutually satisfactory outcomes
- Willingness and ability to comply with company policies and procedures
- Desire to work in a rapidly changing environment
Pay range and compensation package
At DXC Vietnam, we follow a people‑first philosophy, offering competitive compensation and comprehensive benefits that support your professional growth and personal well‑being.
- Attractive and competitive salary package
- Full salary‑based contributions to Social Insurance, Health Insurance, and Unemployment Insurance in accordance with Vietnamese law
- 13th‑month salary (guaranteed)
- Generous leave policy: 12 annual leave days, 6 personal leave days, 1 volunteer leave day, plus sick leave, maternity/paternity leave, and childcare leave.
- Premium Healthcare Insurance (1+1) for employees and dependents
- Employee Assistance Program (EAP) with confidential 1:1 consultation for physical and mental well‑being to support you and your family
- Access to the Well‑being Hub covering health, mental wellness, and financial planning
- Extensive resources to support your onboarding and continual development including DXC University and sponsorship for professional certification exams.
- DXC Recognition, our global virtual platform that fosters a culture of appreciation and celebration with real-time reward and recognition
- Opportunities to work on global projects, collaborate with international teams, and explore overseas assignments or relocation
- Special allowances and gifts (English/Japanese language allowance, wedding gifts, newborn gifts, etc.)
- Annual team activities and company events
- A collaborative, inclusive, and international working environment that promotes knowledge sharing and continuous growth
Equal Opportunity Statement
DXC Technology is committed to diversity and inclusivity in the workplace.
