DSV is looking for an IT Supporter to join our global team. You will be the first and single point of contact for IT clients, providing critical support via phone, email, and chat for a range of technical and administrative requests.
What You'll Do
- Act as the primary contact for IT clients through email, chat, and phone.
- Collect, analyze, and document reported problems in the ITSM tool, using the knowledge base to find solutions.
- Maintain communication with clients, providing updates, clarifications, and advice.
- Escalate tickets to next-level support when a solution is beyond the Service Desk's scope.
- Serve as an intermediary between clients and other IT organizational units.
- Keep case documentation complete and current within the ITSM system.
- Play a key role in the Incident Management process as first-line support.
- Participate in escalation procedures for incidents.
- Observe technical issues and report minor cases to the Team Leader.
- Use and contribute to the knowledge base following KCS methodology.
- Build knowledge of IT environments, processes, and Service Desk work principles.
What We're Looking For
- Graduate of any Bachelor’s degree or with at least 2 years of relevant experience.
- Customer-oriented, motivated, and skilled in managing engagement and problem resolution.
- Ability to act with urgency and perform well under pressure.
- Skill in communicating complex technical details in customer-friendly terms.
- Excellent attendance, punctuality, and self-management capabilities.
- Strong team player, able to collaborate closely with colleagues.
- Excellent English speaking, reading, and writing skills.
- Analytical troubleshooting abilities.
- Proficiency with computers and a Microsoft Office power user.
- 2-3 years of experience in a global organization providing 24/7 customer support using incident, request, and problem management.
- 2-3 years of experience supporting Microsoft Windows workstations in a global network.
- Willingness to work rotational shifts for 24/7 coverage.
- Previous Service Desk or Contact Center support experience for medium to large customers.
Nice to Have
- ITIL V3/V4 Foundation certification preferred but not required.
Technical Stack
- ServiceNow
- Microsoft Office
- Microsoft Exchange
- Active Directory / Active Roles Server
- KCS methodology
- Global Desktop environment
Team & Environment
You will be part of the Service Desk organizational unit, reporting directly to a Team Leader.
DSV is an equal opportunity employer.
