IS Service Support Analyst

YOU TACKLE FOR QUALITY AND GREAT SERVICE. THIS WILL IMPROVE THE LIFE OF OUR CUSTOMERS.

Would you like to become part of the world's most international company in the world?

A company that pioneered cross-border express delivery in 1969 and is now active in more than 220 countries and territories worldwide. Do you want to be part of a company that connects people worldwide? And the more people we connect, the better life will be on our planet.

Join our team and discover how an international network that's focused on service, quality and sustainability, is able to connect people and improve lives through the power of global trade. And not just for our customers, but for every member of our team too. To learn more about our culture, motivated people and our purpose, please visit www.dpdhl.jobs/express

Do you want to make a difference? Then come to our "Insanely Customer Centric" Team and become a Certified International Specialist!

Overall Role Purpose

Responsible for providing first-line IT service and infrastructure support, ensuring system stability and smooth business operations. The role focuses on Windows 11 administration, courier scanner configuration, network monitoring, GNS ticketing management, and assisting with Contact Center as a Service (CcaaS) system configuration and support.

Your Tasks

• Provide technical support to users on Windows 11 workstations, ensuring optimal system performance and compliance with global IT standards.
• Troubleshoot and maintain courier scanners used for operational and delivery processes.
• Monitor local network performance, escalate connectivity issues, and coordinate with regional IT for resolution.
• Manage and track incidents and service requests through the GNS ticketing system, ensuring SLA adherence.
• Support CcaaS setup and configuration, including user access, system readiness, and basic troubleshooting.
• Assist in deploying updates, patches, and new system features in coordination with the regional IT team.
• Document common issues, share troubleshooting guides, and contribute to IT knowledge base updates.
• Participate in after-hours support and Hypercare activities when required.
• Ensure compliance with company IT policies, data protection, and security standards.
• Support local IT initiatives, infrastructure improvements, and technology rollouts.

Your Profile

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 2–4 years of experience in IT support or service desk role.
• Solid knowledge of Windows 10/11 configuration, administration, and troubleshooting.
• Basic understanding of networking fundamentals (LAN/WAN, IP, DNS, Wi-Fi).
• Familiarity with handheld courier scanners and related applications is an advantage.
• Experience using GNS or similar IT ticketing systems.
• Exposure to CcaaS or contact center systems is an added advantage.
• Strong analytical, communication, and customer service skills.
• Ability to work under pressure, prioritize tasks, and deliver results within SLA timelines.
• Fluent in English; Arabic is an added advantage.

Our Offer:

• Strong career support in an international environment.
• Great culture and colleagues.
• Multifarious benefit program.

Do you see a personal challenge in these versatile and responsible tasks? Then apply now!

We look forward to receiving your application!