Job Function

The Help Desk Analyst’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Key Performance Areas:

Reactive Support:

Respond to inquiries in courteous manner: Helpdesk specialists are the first point of contact for technical issues, handling inquiries via phone, email, chat, and in person.
Document interactions: They log support tickets, track issue resolution, and document steps taken to ensure accurate records and knowledge sharing.
Resolve user issues: This includes troubleshooting hardware and software problems, answering technical questions, and providing guidance on using applications and systems.
Escalate complex problems: When issues exceed their expertise, they escalate them to the appropriate team (e.g., network engineers, security specialists) for further investigation and resolution.
Proactive Support:

Strategy and planning: evaluate documented resolutions and analyse trends and patterns to prevent future problems.
Monitor systems: They actively monitor network performance, system health, and user activity to identify potential problems before they impact users.
Maintain system documentation: This includes updating user guides, FAQs, and knowledge base articles to ensure users have access to accurate and up-to-date information.
Develop training materials: They may create training materials and conduct user sessions to educate employees on new technologies and applications.
Identify and implement system improvements: They analyze user feedback, identify recurring issues, and propose solutions to improve system efficiency and user experience.
System updates and new technologies:

Perform basic system maintenance tasks like installing software updates, configuring user accounts, and resetting passwords.
Assist with project deployments by providing technical support and training to users on new systems.
Participate in disaster recovery efforts to ensure swift system restoration in case of outages.
Stay up to date with technology trends and industry best practices to continuously improve their skills and knowledge base
Qualifications Required:

Bachelor’s Degree (B.A., B.S.), or equivalent combination of education and experience in Information Security, Computer Science, Management Information Systems, or related curriculum
CompTIA A+ or other relevant IT certifications (a plus)
Experience and Skills Required:

1-2 years of experience in a technical support role (preferred).
Experience with troubleshooting hardware and software issues.
Familiarity with common operating systems (Windows, macOS, Linux).
Experience working in a customer service environment.
Proficient in MS Word, Excel and PowerPoint
Proficient in troubleshooting computer hardware and software problems.
Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
Familiarity with basic scripting and automation tools.
Ability to interpret system logs and diagnostics
About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 111,000 employees from 159 nationalities, spanning 77 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses — Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What’s more, we’re reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW TO CHANGE WHAT’S POSSIBLE FOR EVERYONE.

EEO Statement

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion, or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.