Expert - Support IT

IT SERVICE MANAGEMENT EXPERT

We are seeking a skilled and customer‑focused IT Expert to provide end‑to‑end IT support and service delivery within a Global Service Center environment.

This role is responsible for end‑user IT support, IT asset management, and the coordination of infrastructure‑related services (network connectivity, workplace technology, peripherals, collaboration tools) in alignment with global IT standards.

The IT Expert acts as the local IT point of contact, working closely with global IT teams, internal users and vendors to ensure service continuity, efficient incident resolution, and a high‑quality user experience.

KEY RESPONSIBILITIES:


* Provide on‑site and remote end‑user IT support (hardware, software, peripherals, collaboration tools).


* Manage and follow up on incidents, service requests and changes through ServiceNow, ensuring SLA compliance.


* Support onboarding, offboarding and equipment lifecycle management.


* Coordinate with global IT teams (MDS, UES, Networks, Security) for issue resolution and escalations.


* Perform basic network and connectivity troubleshooting (LAN, Wi‑Fi, printers, meeting rooms).


* Support IT projects and local initiatives (migrations, upgrades, rollouts).


* Ensure compliance with DHL security, asset, and governance standards.


* Act as a trusted IT partner for business users, maintaining clear communication and customer focus.

Skills / Requirements


* 4+ years of experience in IT End User Support or a similar role.


* Strong knowledge of Windows OS, laptops, peripherals and collaboration tools (Microsoft Teams).


* Experience in IT asset management, including inventory control, asset tracking, and end‑to‑end lifecycle management (procurement, assignment, refresh, and decommissioning).


* Experience working with ServiceNow or similar ticketing systems.


* Basic understanding of network concepts (LAN, Wi‑Fi, bandwidth, QoS).


* Ability to coordinate effectively with global IT teams and external vendors.


* Strong customer service orientation, with clear communication and problem‑solving skills.


* Ability to work under pressure, manage multiple priorities, and respond effectively in high‑impact or time‑sensitive situations.


* Experience in a corporate, shared services, or global service center environment is preferred


* Good communication and interpersonal skills, capable of explaining technical concepts to non-technical stakeholders.


* With a good understanding of IT project management principles, tools and methods.


* Problem-solving mindset and a customer-centric approach.
Demonstrated ability to work in a collaborative, fast-paced environment.


* Language: fluent English (need to attend multiple English meetings weekly).