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Egypt - Cairo
<strong>Role Purpose:<br><br></strong>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.<br><br><strong>Key Responsibilities:<br><br><br></strong><ul><li>Deliver professional, customer-focused first-line technical support to internal users across phone, email, and the designated enterprise ITSM portal.</li><li>Manage incidents, service requests, and technical problems throughout their entire lifecycle in alignment with ITIL service management standards.</li><li>Ensure all technical issues and user requests are accurately logged, categorized, prioritized, tracked, and resolved within established Service Level Agreements and Operational Level Agreements.</li><li>Perform structured diagnostic troubleshooting to resolve common issues across Windows operating systems, Microsoft 365, end-user hardware, printing, and enterprise software.</li><li>Provide basic diagnostic support and troubleshooting for network infrastructure, including local area networks, wide area networks, Wi-Fi connectivity, switches, and access points.</li><li>Maintain accurate inventory records and support lifecycle management for IT hardware, mobile devices, peripherals, and software licenses.</li><li>Escalate complex incidents and technical problems to appropriate resolver groups and specialist engineering teams while retaining ownership through resolution.</li><li>Support IT compliance activities, internal audits, evidence collection, and adherence to corporate IT security and operational controls.</li><li>Collaborate with internal cross-functional IT teams, external vendors, and telecommunications service providers to resolve service disruptions.</li><li>Document standard operating procedures, technical troubleshooting steps, and knowledge base articles to drive continuous service improvement.<br><br><br></li></ul><strong>Qualifications, Experience and Competencies:<br><br><br></strong><ul><li>University Graduate with a Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related discipline.</li><li>Minimum of 1 year of hands-on experience in technical support, IT service desk, desktop support, or infrastructure support.</li><li>Valid Cisco Certified Network Associate (CCNA) certification is required.</li><li>ITIL Foundation certification or a proven working knowledge of IT Service Management core principles is highly advantageous.</li><li>Full professional proficiency in written and spoken English is required; capable of communicating complex technical concepts to non-technical stakeholders.</li><li>Proven experience using enterprise ITSM platforms (e.g., ServiceNow or equivalent ticketing systems) for logging, tracking, and resolving service requests.</li><li>Solid technical grounding in networking fundamentals including TCP/IP, DNS, DHCP, and Wi-Fi architecture.</li><li>Strong troubleshooting expertise in Microsoft 365 environments, Windows client OS, and enterprise end-user hardware.</li><li>Working knowledge of IT asset management, software licensing compliance, and baseline cybersecurity practices.</li><li>Demonstrated analytical problem-solving skills, accountability, and the ability to prioritize critical incidents in a fast-paced environment.<br><br><br></li></ul><strong>Equal Treatment Clause: </strong>We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.<br><br>✨ We <br><br>✨ We <br><br>✨ We
Egypt - Cairo
Role Purpose<br><br>The Customer Care & Service Desk Advisor handles all outgoing and incoming remote bookings for customers while adhering to established service standards. This role assists the team leader in ensuring smooth process functioning and leads service recovery efforts by analyzing failures and implementing improvements.<br><br>Key Responsibilities<br><br><br><ul><li>Remote Booking Management: Accurately follow remote booking procedures to ensure on-time collection for customers.</li><li>Service Recovery Analysis: Focus on the effective operation of the Service Recovery System by analyzing the root causes of service failure instances.</li><li>Preventive Measure Implementation: Apply corrective and preventive measures based on incident findings to benefit both customers and DHL.</li><li>Complaint & Claims Resolution: Confidently handle customer complaints and insurance claims to ensure prompt and effective resolutions.</li><li>Customer Education: Capitalize on opportunities to educate customers on DHL’s value-added offerings, such as shipment insurance.</li><li>Revenue Generation: Identify and promote areas with potential for revenue generation through cross-selling and upselling services like SII, TDX, and eCom tools.</li><li>Tracing Support: Investigate shipment incidents involving undelivered, returned, misrouted, delayed, or damaged shipments to support the tracing team.</li><li>Agent Training: Train Customer Service agents and other functions on empowerment and its application under various scenarios.</li><li>Stakeholder Collaboration: Work closely across functional departments and DHL stations to maintain performance standards.</li><li>Compliance Monitoring: Review process flows for ISO Audits to ensure compliance with current procedures.<br><br><br></li></ul><strong>Qualifications, Experience, And Competencies<br><br><br></strong><ul><li>Education: University Graduate.</li><li>English Proficiency: Excellent communication skills, both spoken and written.</li><li>Professional Experience: 2–3 years of experience in customer services, specifically in complaint and claims handling in a service environment.</li><li>Software Expertise: Excellent skills in Microsoft Office (Word, Excel, PowerPoint); proficiency in DHL Systems is preferable.</li><li>Analytical Ability: Breaks down problems or processes into component parts and draws accurate conclusions from narrative and numerical data.</li><li>Planning & Organizing: Sets clear goals and establishes a sequence of steps to ensure objectives are efficiently achieved.</li><li>Decision Making: Makes timely and appropriate choices based on analysis and experience, even under conditions of uncertainty.</li><li>Self-Management: Remains calm, objective, and controlled in responding to urgent or demanding situations.</li><li>Accountability: Acts responsibly, keeps commitments, and complies with the intent of policies and procedures.</li><li>Interpersonal Skills: Excellent negotiation and interaction skills with a focus on customer-facing excellence.<br><br><br></li></ul><strong>Equal Treatment Clause:</strong> We are committed to fostering equal opportunity and strictly reject all forms of discrimination. At DHL Group, employee selection is based exclusively on individual qualification, performance, skills, and professional experience.<br><br>✨ We <strong>Deliver the Difference<br><br></strong>✨ We <strong>Care<br><br></strong>✨ We <strong>Grow Together</strong>