IT Service Desk Specialist

It's more than a job

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.

Job Purpose

You will be responsible for providing enterprise-level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, 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.

Job Responsibilities

• Resolve problems in response to customer/system reported incidents via trouble tickets and calls.
• 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; implementing changes.
• Involvement in new technical improvement projects.
• Mentoring of support engineers.
• Undertake and participate in development activities in conjunction with the other IT departments.
• After hour support on rotation basis
• Update the knowledge base for all kind of solutions and documentations.
• Other one-time tasks assigned by Manager.
• Other duties assigned by manager.

Qualifications

• Investigative nature, able to discover the problem of the customer, partner or stakeholder.
• Highly focused, with high interest in solving problems using existing / new technologies.
• Keen attention to detail with demonstrated ability to understand the big picture.
• Proactive, efficient, customer-focused and able to work under pressure with tight timelines.
• Effectively and efficiently, manage multiple projects and competing deadlines with minimal supervision.
• Ability to interact with different countries, cultures, clients (internal and external).
• At least 2-3 years of practical operational, support experience.
• Good communication and presentation skills.
• Excellent English language skills, both written and spoken.
• Experience in logistics- or transport business is preferred.

Who we are

Logistics shapes everyday life - from the goods we consume to the healthcare we rely on. At Kuehne+Nagel, your work goes beyond logistics; it enables both ordinary and special moments in the lives of people around the world.

As a global leader with a strong heritage and a vision to move the world forward, we offer a safe, stable environment where your career can make a real difference. Whether we help deliver life-saving medicines, develop sustainable transportation solutions or support our local communities, your career will contribute to more than you can imagine.

We kindly advise that placement agencies refrain from submitting unsolicited profiles. Any submissions of candidates without prior signed agreement will be considered our property and no fees will be paid.