IT Service Desk – Ports and Terminals at DP World Tanzania

IT Service Desk- Ports and Terminals
Dar es Salaam, Tanzania

IT Service Desk – Ports and Terminals at DP World Tanzania September 2024

About the job
Job type: Full-time
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.

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

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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.
This is Full-time Job, To submit your application, please follow the link provided below.