Job Description

Your IT Future, Delivered Service Desk Analyst With a global team of 6 000+ IT professionals , DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions . We work beyond global borders and push boundaries across all dimensions of logistics . You can leave your mark shaping the technology backbone of the biggest logistics company of the world . Our offices in Cyberjaya, Prague, and Chennai have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences. Digitalization. Simply delivered. At IT Services, we are passionate about technology. Our Service Desk Mandarin & Japanese team is continuously expanding . No matter your level of Service Desk Analyst proficiency , you can always grow within our diverse environment . #DHL #DHLITServices #GreatPlace # Togetherunstoppable # letsgetdigital # Outsidein #servicedesk #hiring Grow together Ti mely delivery of DHL packages around the globe in a way that ensures customer data are secure is in the core of what we do . Y ou will provide first level day-to-day operation support, support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. Being the first point of contact, you are responsible in Identify and diagnose issues and problems from the customers, conduct basic troubleshooting using questionnaires to find out the level of support needed and solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup. And if needed, escalate to a higher level of support for any unresolved issues. In s ummary, Service Desk typically handles routine issues and requests that self-service cannot solve. Its role is to provide a point of contact for end-users, responsible for managing customer queries, and simple troubleshooting to enhance the user\'s experience and satisfaction. Ready to embark on the journey Here\'s what we are looking for: As a Service Desk Analyst , having First Level Troubleshooting Skill & creativity mindset is a huge plus. Very good knowledge of ITIL Incident Management Process will also be an integral part of this role . You are a technology aficionado , therefore you have a good understanding of Customer Service Experience & General Troubleshooting Skills . Y ou are able to work independently, prioritize and organize your tasks under time and workload pressure. Working in a multinational environment, you can expect cross-region collaboration with teams around the globe, thus being a dvanced in spoken and written English and Mandarin will be certainly useful . An array of benefits for you: Unlimited Outpatient Medical for employees Flexi Benefit Plan - Customized per individual needs Choose a ny d ay for y our Vacation from Earned Public Holiday (Saturday and Ad Hoc) Modern o ffices with f ree p arking Great Team Hi, my name is Wilson Thong and I\'m a team Leader . I started my career at DHL IT Services back in 2010 when I took a role as Graduate Trainee in the Global Service Desk team. Gaining more hands-on experience with First Level Support has always fascinated me, so I moved to the DSC & DGF AP Service Desk team. From there, I moved fast through the company ladder and soon landed a Service Desk BU Specialist role. I n 2017 , I moved to a management role , being Service Desk Team Leader . Together with the strong support of a multinational & diverse team, we are working on our common ambition - technology . Looking forward to having you onboard!

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