System Support Analyst

Your IT Future, Delivered.

System Support Analyst

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. All our locations have earned #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

Digitalization. Simply delivered.

At IT Services, we are passionate about technology. Our Support IT Services team is continuously expanding. No matter your level of System Support Analyst proficiency, you can always grow within our diverse environment.

#DHL #DHLITServices #GreatPlace #Desktop support #Microsoft Windows 2016 Server #MS Office

Ready to embark on the journey? Here’s what we are looking for:

Accountabilities:

Based on WS Team Leader guidance and instructions:

• Provide 2nd level desktop support for DHL employees in ITS Indore Onsite and Remote Control Tools.
• Commit to the incident and standard request tickets and resolve according to SLA
• Configures and installs workstations, thin clients and/or peripheral equipment.
• Responsibilities include the installation and upgrading.
• Interact with ITS Service Desk to improve first call resolution.
• Ensure the team meets SLA for incidents and standard requests.
• Ensure service calls are addressed and resolved promptly.
• Head of Global Service Desk
• Team Lead/Manager of Workspace Services
• Ensure the team meets SLA for incidents and standard requests.
• Ensure service calls are addressed and resolved promptly.
  
  
  

Process:

• Provide 2nd level desktop support mainly for IT Services Indore.
• Diagnose & troubleshoot on HP/Dell/Fujitsu/Lenovo Notebooks/ Desktops hardware issues & liaise with vendors for new hardware parts replacement if found faulty.
• Perform Installation & Troubleshooting on MS Windows 11, Desktop issues, MS Office 365, MS Teams
• Ensure the team meets SLA for incidents and standard requests.
• Ensure service calls are addressed and resolved promptly.
• Deliver agreed SLA and high availability
  
  
  

People - Management:

• Good working relationship with the desktop support team and users.
  
  
  

Skills / Qualifications:

• Minimum of 2 year hands-on experience performing desktop support for DELL & HP products
• Knowledge in Microsoft Windows 11, Supporting Microsoft Windows 2016 Server, Windows Scripting.
• Provide 2nd level desktop support for DHL employees in ITS Indore Onsite and Remote Control Tools.
• Diagnose & troubleshoot on HP/Dell Notebooks/ Desktops hardware issues & liaise with Hewlett Packard or Dell vendors for new hardware parts replacement if found faulty.
• Perform Installation & Troubleshooting on MS Windows 11, Desktop issues, MS Office 365 Applications, MS Outlook 365, MS Teams.
• Setup, Configure & Troubleshooting printer.
• MS Certification (MCP, MCITP) in above mentioned platforms would be an advantage.
• CompTIA A+ Certification (IT technician) in above mentioned platforms would be an advantage.
• Bachelor of Computer Science graduate or IT related discipline is an advantage.
  
  
  

Methodology Skills

• Sound knowledge of troubleshooting processes and methodology.
• Must possess team spirit, foster openness.
• Must have good verbal and written communication skills.
• May require participation in 24 x 7 on-call rotation.
• Good communication skills and able to interact with people of different cultures and backgrounds.
• Solid grasp in customer focus – to earn the respect of Customers by clearly demonstrating that the needs of the Customer have a high priority and reacts positively to their feedback.
• Good in initiative – frequently takes actions and anticipates opportunities within a prescribed area.
• Good attitude and responsive behaviour.
  
  
  

Expected years of experience: Preferably with working experience in International and multi-cultural environment.

Educational Qualifications:

• Bachelor of Computer Science graduate or IT related discipline.
• CompTIA A+ Certification (IT technician) in above mentioned platforms would be an advantage.
  
  
  

Career/Role development: Vertical and horizontal development within Global IT Service Centres.

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Annual Leave: 42 days off apart from Public / National Holidays.
• Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
• In House training programs: professional and technical training certifications.