IT Service Desk Analyst

The primary role of the IT Service Desk Agent is to serve as the initial point of contact between end users and our technology teams.

This position entails managing all end user requests received via phone, instant message, and the self-service portal. It involves accurately documenting these requests in the service management platform, providing remote technical support, and aiding users across our operations in North and South America. The objective is to ensure the seamless functioning of IT systems while delivering outstanding customer service in line with our Service Level Agreements (SLAs).

Additionally, the IT Service Desk Agent is responsible for the appropriate escalation of issues to relevant teams, the monitoring and escalation of critical system alerts, and providing on-site support and IT hardware delivery as necessary.

KEY ACCOUNTABILITIES

• Respond to incoming support requests from users via phone, email, or ticketing system, ensuring timely and effective resolution
• Troubleshoot and resolve issues related to hardware, software, and networks for end users, providing clear and concise technical assistance
• Offer technical support for a range of devices, including desktops, laptops, printers, mobile devices, and other peripherals
• Install, configure, and perform updates on software applications and operating systems to ensure optimal performance and security
• Escalate unresolved issues to the appropriate IT teams, ensuring a seamless handover and continuity of support
• Accurately document support activities, solutions, and outcomes in the ticketing system to maintain a reliable knowledge base for future reference
• Maintain regular communication with users regarding the status of their support requests, providing updates and setting realistic expectations
• Adhere to standard operating procedures and best practices to uphold high standards in IT service delivery
• Assist in managing IT inventory and asset management records to ensure accuracy and accountability
• Contribute to the development of knowledge base articles and training materials, enhancing the self-service capabilities for end users
• Ensure effective communication and collaboration with all stakeholders, including IT teams, business units, and external partners. This role involves providing regular updates on incidents, changes, and problems, and collaboratively working to align IT services with business needs and expectations

QUALIFICATIONS, EXPERIENCE, & SKILLS

• Degree: Bachelor’s degree in Computer Science or Management Information Systems, a related discipline, or equivalent experience
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, CCNA, ITIL4) are a plus
• Minimum of two years of IT support experience in an enterprise environment demonstrating a comprehensive understanding of computer systems, network fundamentals, and IT troubleshooting techniques
• Ability to work a 24/7 rotational schedule
• Proven experience as an IT Service Desk Agent, or similar role, with a strong track record of resolving complex technical issues
• Proficiency in using help desk software and managing ticketing systems ensuring efficient tracking and resolution of support requests
• Demonstrated expertise in supporting Microsoft Windows and Office applications with the ability to troubleshoot and resolve related issues effectively
• Flexibility to work in rotating shifts accommodating varying work schedules and support requirements
• Exceptional communication and interpersonal skills with the ability to convey technical concepts to non-technical users
• Strong analytical and problem-solving abilities, leadership qualities, and the capacity to work under pressure and manage crisis situations effectively
• High level of IT knowledge, coming from a technical background, with proven knowledge in enterprise architecture and its implementation in a service orientated environment
• You speak and write fluent Spanish and English – additional languages are a bonus, in particular Portuguese

ABOUT DP WORLD

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. 

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future. 

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

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