DXC Technology – Analyst III Infrastructure Services

Job Description

DXC Technology is hiring an Analyst III – Infrastructure Services for its Bangalore team to support customers with day-to-day technical issues involving computer systems, mobile devices, software, hardware, applications, and related IT services. This role is focused on delivering responsive technical support while ensuring customer concerns are properly understood, documented, investigated, and resolved within agreed service timelines. The position is suitable for candidates who enjoy troubleshooting technology problems, communicating with users, and working within a structured IT support environment. Candidates may be freshers or professionals with previous experience in technical support, desktop support, IT help desk, or similar service-oriented roles. Strong spoken English, logical thinking, customer handling skills, and the ability to explain technical solutions in a simple step-by-step manner will be important for success in this position.

As an Infrastructure Services Analyst, the selected candidate will take ownership of customer-reported incidents and work toward identifying practical solutions. The role involves researching problems, diagnosing technical issues, performing basic troubleshooting, and determining when a concern requires escalation to a specialized support team. Analysts will use ticketing systems to record customer interactions, update issue histories, document troubleshooting activities, and maintain accurate records for future reference. The position also requires effective prioritization of incidents based on their urgency and customer impact. Candidates should be comfortable following established support procedures, escalation policies, and service-level expectations. The ability to manage multiple support requests while maintaining accuracy and professionalism will help ensure consistent IT service delivery and a positive customer experience.

The role also provides an opportunity to develop practical experience in IT infrastructure support, technical troubleshooting, customer service, incident management, and enterprise technology operations. Since the position requires working from the office and participating in rotational or night shifts, candidates should be prepared for a structured support environment that may operate beyond standard business hours. DXC Technology emphasizes collaboration, in-person teamwork, productivity, and an inclusive workplace where employees can develop their technical and professional capabilities. This position can be a strong opportunity for candidates beginning or advancing their career in IT support, infrastructure services, help desk operations, or technical customer support. Professionals who demonstrate strong troubleshooting ability, ownership, communication, organization, and teamwork can build a solid foundation for future opportunities across enterprise IT services.

Roles & Responsibilities

• Take ownership of customer-reported technical incidents and understand the issue clearly before beginning troubleshooting or providing a resolution.
• Provide step-by-step technical assistance for problems involving computers, mobile devices, software, hardware, applications, and other commonly used technology products.
• Research, diagnose, and troubleshoot technical problems using established support procedures, identifying practical solutions within the defined service framework.
• Analyze customer incidents and determine whether an issue can be resolved at the current support level or needs to be escalated to a specialized technical team.
• Record customer interactions, troubleshooting activities, resolutions, and relevant technical information accurately within the designated ticketing system.
• Maintain complete incident histories and supporting documentation so that recurring issues can be identified and future support teams can understand previous actions.
• Follow up with customers after troubleshooting to confirm that their reported problem has been resolved within the agreed service or contractual timeframe.
• Evaluate and prioritize incoming customer issues according to urgency, technical impact, business requirements, and established support procedures.
• Follow organizational escalation policies when an issue exceeds the analyst's technical scope, ensuring that complex problems reach the appropriate support team.
• Communicate technical information clearly through both written and verbal channels, ensuring customers understand the recommended troubleshooting steps and next actions.
• Coordinate effectively with internal team members while handling multiple support requests, maintaining service quality, accurate records, and professional customer interactions.
• Maintain a customer-focused approach throughout the support process, balancing technical resolution, response time, documentation, and overall customer satisfaction.

Requirements & Eligibility

• Candidates should have completed 10+2+3 education through regular school and college education. A degree or equivalent graduation qualification in any stream is acceptable for this role.
• Candidates should have a good fundamental understanding of computer systems, mobile devices, software applications, hardware components, and commonly used technology products.
• Basic technical troubleshooting ability is essential, including the capability to identify common computer-related problems and work through logical steps to resolve them.
• Freshers can apply, while candidates with experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, Infrastructure Support Analyst, or similar professional will also be considered.
• Strong verbal and written communication skills are required, particularly the ability to explain technical information clearly and provide easy-to-follow instructions to customers.
• Candidates should demonstrate fluent spoken English and organized thought flow so that technical problems, troubleshooting steps, and resolutions can be communicated accurately.
• Good problem-solving and analytical skills are important for researching incidents, identifying possible causes, testing solutions, and determining when escalation is necessary.
• Candidates should understand the importance of incident management, ticket handling, documentation, customer follow-up, and escalation procedures within an IT support environment.
• Strong organizational skills are expected, as the position may involve managing multiple customer inquiries while prioritizing work according to urgency and service requirements.
• Candidates should be comfortable working collaboratively with team members and operating in a structured work-from-office environment with rotational and night shifts.

Expected Salary

For an Analyst III – Infrastructure Services position in Bangalore, the expected salary can generally fall in the range of ₹4 lakh to ₹8 lakh per annum, depending on experience, technical capabilities, communication skills, and the organization's compensation structure. Freshers may typically start toward the lower end of the range, while candidates with relevant technical support or infrastructure experience may command higher compensation.

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