IT Help Desk Engineer

Role Purpose: 

The IT Service Support Analyst delivers high-quality first-line technical assistance, end-user computing support, and incident management across DHL Express.

Operating within established IT Service Management frameworks, this role ensures timely resolution of hardware, software, and connectivity issues while maintaining operational integrity, IT compliance, and service level commitments.

Key Responsibilities:


* Deliver professional, customer-focused first-line technical support to internal users across phone, email, and the designated enterprise ITSM portal.


* Manage incidents, service requests, and technical problems throughout their entire lifecycle in alignment with ITIL service management standards.


* Ensure all technical issues and user requests are accurately logged, categorized, prioritized, tracked, and resolved within established Service Level Agreements and Operational Level Agreements.


* Perform structured diagnostic troubleshooting to resolve common issues across Windows operating systems, Microsoft 365, end-user hardware, printing, and enterprise software.


* Provide basic diagnostic support and troubleshooting for network infrastructure, including local area networks, wide area networks, Wi-Fi connectivity, switches, and access points.


* Maintain accurate inventory records and support lifecycle management for IT hardware, mobile devices, peripherals, and software licenses.


* Escalate complex incidents and technical problems to appropriate resolver groups and specialist engineering teams while retaining ownership through resolution.


* Support IT compliance activities, internal audits, evidence collection, and adherence to corporate IT security and operational controls.


* Collaborate with internal cross-functional IT teams, external vendors, and telecommunications service providers to resolve service disruptions.


* Document standard operating procedures, technical troubleshooting steps, and knowledge base articles to drive continuous service improvement.

Qualifications, Experience and Competencies:


* University Graduate with a Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related discipline.


* Minimum of 1 year of hands-on experience in technical support, IT service desk, desktop support, or infrastructure support.


* Valid Cisco Certified Network Associate (CCNA) certification is required.


* ITIL Foundation certification or a proven working knowledge of IT Service Management core principles is highly advantageous.


* Full professional proficiency in written and spoken English is required; capable of communicating complex technical concepts to non-technical stakeholders.


* Proven experience using enterprise ITSM platforms (e.g., ServiceNow or equivalent ticketing systems) for logging, tracking, and resolving service requests.


* Solid technical grounding in networking fundamentals including...