**SUMMARY**Begin your career with DHL IT Services!We are seeking for a talented Service Desk Analyst to join our team. You will ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures ensuring that the services offered are carried out within the agreed Service Levels.At DHL IT Services, your talent is our passion. Join us today!**WHAT YOU WILL DO**- Ensure adherence to escalation procedures. Responds to escalated, complex and high impact user calls.- Monitor progress of incidents and service requests and ensures users and other interested parties are kept informed.- Translate spoken and written requests from one language into another.-- Negotiate with users, support teams, staff and vendors in respect of emergencies,- routine and unscheduled maintenance and the introduction of amendments to the provision- of services.- Record incident / service requests mandatory information and ensure that they are properly logged into the ticketing tool, assigned and responded according to agreed standards and procedures.- Resolve customers' or users' complaints and enquiries proactively.**WHAT YOU SHOULD HAVE**- 1-3 years of experience in Service Desk/Call Centre environment- Efficient record keeper, with good communication skills, and a methodical approach to problem solving.- Ability to operate hardware, databases, operating systems, local area networks) used within own organization (OS: Windows NT, UNIX)- Ability to operate standards associated with the IS practitioner's current role- Aware of discipline which gives control over IT assets, to control changes to "configuration items"- Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions- Effectively convey factual communications that require an understanding of the recipient/ audience-- Acquire understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts- Work co-operatively (rather than competitively) with others to achieve a common goal- Knowledge of written and verbal form of Mandarin and English (both languages are mandatory)**WHAT YOU WILL GET FROM US**- Great Team of IT Professionals with Global Working Exposure- Flexible Benefits - Customized According to Individual Needs- On-Going Professional and Technical Training and Certifications- A Multicultural Environment in Modern Offices- Choose Any Day for Your Vacation From Earned Public Holiday (Saturday and Ad Hoc)- Smart Casual Everyday- Global Internal Job Opportunities Available Within DHL- Unlimited Outpatient Medical- Home Office Possibilities**ABOUT US - DHL IT Services**IT Services is the internal provider of specialized IT Build services and industrialized IT Run services to DHL Group:- Runs more than 7700 servers;- Processes 9 million shipment information messages per day;Apart from being more than 5,000 highly skilled IT professionals with an intimate knowledge of logistics industry, we at IT Services altogether represent more than 80 nationalities. IT Services is working behind the scenes 24-hours a day, 7 days a week, 365 days a year in the data centers and offices across three continents - Americas (Mechanicsburg, Westerville, Tempe in USA and Mexico, Costa Rica and Brazil), Europe (Prague in Czech Republic; Bonn, Berlin and Darmstadt in Germany) and Asia (Cyberjaya in Malaysia and Chennai in India).You would be part of over 1800 highly skilled IT professionals working in a friendly, multicultural environment of 25 nationalities in Cyberjaya.
