IT Service Desk Specialist
About The Position
In this IT role, you will manage, develop, and support the technology infrastructure that powers Kuehne+Nagel's global systems and operations. This contribution is vital to making both special and ordinary moments in the lives of people a reality. In fact, your work enables our teams to deliver fresh fruit, time-sensitive healthcare products and much more to people all around the world. Working in IT at Kuehne+Nagel contributes to more than we imagine. You will be responsible for providing enterprise-level support to our customers and partners and assist on technical issues, troubleshoot and resolve customer problems, interface with development on various product issues, and contribute to projects. Also, you will be responsible for handling difficult, complex tasks that will be delegated to you by support agents. You will be involved in improvement of the existing workflows/processes and defining next steps for improvements together with technical teams and management
Requirements
- High school diploma or bachelor's degree in computer science, IT, or a related field is often preferred
- 4+ years of experience in an IT help desk, service desk, or desktop support role
- Proficiency with Windows operating systems and the Microsoft 365 suite, Windows 11, MDM, Imaging/hardware deployment
- Experience with administering IT Tools (e.g., Azure, Intune, Exchange Online etc)
- Solid understanding of Active Directory for user account management
- Familiarity with network concepts (LAN/WAN) and basic troubleshooting
- Strong analytical and problem-solving skills
- Ability to work independently and manage multiple tasks in a fast-paced environment
Responsibilities
- Resolve problems in response to customer/system reported incidents via trouble tickets
- Setup and configure requests together with customer(s)
- Make changes to existing setups based on customer description
- Handling of difficult tasks that are escalated from support engineers
- Prepare error diagnostics and detailed problem descriptions for escalation and handover
- Improvement of customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results and implementing changes
- Involvement in new technical improvement projects and mentoring of support engineers.
- Undertake and participate in development activities in conjunction with the other IT departments
Benefits
- At Kuehne+Nagel we strive daily to inspire, empower, and deliver not only to our customers, but also to our colleagues. We offer a dynamic global work environment with opportunities for excellent training programs and career mobility.
- Base wage is part of a competitive total rewards package that includes health and welfare benefits, a 401k retirement savings plan, tuition reimbursement, and incentive compensation for eligible roles.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
