Job Description

Job Req Number: 50678
Time Type: Full Time Position target:

Brief, max.3-sentence description of the role purpose in the company An IT SUPPORTER’s main responsibility is to support customers via phone, email and IM Chat. This includes processing User Admin related requests and doing first line troubleshooting and analysis for technical concerns raised via the suport channels mentioned including those raised via the Self-service Portal (SSP).

Tasks and responsibilities:


1. Log, validate, troubleshoot, diagnose and resolve customer issues, on the full range of products and applications used by the users including

• Microsoft O/S Windows 7 and higher

• Microsoft Office 2010 and higher applications

• Microsoft Applications (Visio, Project)

• Internet browsers (I.E and Firefox)

• Remote Support Tools (TeamViewer)

• Service Desk tools (Cherwell, CA Service Desk, BMC Remedy)

• CiscoVPN

2. Providing the customer with a resolution through information gathering, analytical troubleshooting and problem research, or to route or escalate the call to the appropriate resolution group. 3. Being responsive to clients whilst following the principles and procedures of the quality management system. 4. Identify, analyze problems and suggest improvements identified in their own area of responsibility and implementing those with a recognized business benefit. 5. Meet First Call Resolution rate in line with agreed service levels 6. Escalation and management of calls to agreed service levels

Special rights:
Education and skills:

Minimum requirements Graduate of any Bachelor’s degree or with at least 2-yr relevant working experience. Fresh IT Grads are also considered

• Customer-oriented, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution.

• Acts with urgency and responds well under pressure

• Ability to communicate complex technical context in customer friendly terms

• Excellent attendance and punctuality, and capable of being self-managed .

• Team player, able to work closely with a few individuals.

• Excellent English speaking, reading and written skills

• Analytical trouble shooting skills

• Computer Skills

• Microsoft Office power user

• Language Skills

• Excellent English reading, writing and speaking skills.

• Certificates, Licenses, Registrations or Professional Designations

• ITIL V3 Foundation preferred

Minimal work experience:

Minimum requirements

• Performed Service Desk or Contact Center support role for medium to large customers, with one or more service or technology area.

• 2-3 years’ experience in global organization providing 24*7 customer support using incident, requests and problem management disciplines

• 2-3 years’ experience supporting Microsoft Windows workstations in a globally connected network. With a strong technical understanding of how the workstations interoperates with the user and back-end applications

• 2-3 years’ experience with workstations that are managed with Microsoft SCCM. With strong technical understanding on how SCCM works with the client system.

• Basic knowledge of ITIL v3

• Prepared to work rotational shifts providing 24*7 coverage

DSV – Global Transport and Logistics DSV is one of the very best performing companies in the transport and logistics industry. 75,000 employees in more than 90 countries work passionately to deliver great customer experiences and high-quality services – as part of the operation or in a variety of supporting roles. If you have drive and talent and enjoy responsibility, we’ll give you the support you need to explore your potential and forward your career. Read more at www.dsv.com