Prague, Czechia
Tools Infrastructure Support: • Installing, troubleshooting and maintaining team applications. • Troubleshooting enterprise applications like Oracle, Informix, MS SQL, Websphere etc. • Gathering, building, and providing ITS reports for various teams across DHL IT Services • Maintaining and helping to further develop our tool applications in order to meet current and future ITS needs • Managing internal projects focused on hardware infrastructure improvement with related activities such as project planning, resource planning and reporting • Ensuring implementation of new services and changes to existing services in the Production/Development environments are in line with customer project plans and requests • Providing proactive and reactive support on systems running in ITS, within area of responsibility of Production Services department • Providing 2nd level of support of systems running in ITS
Specialist for the Global Forwarding and Freight UK, Benelux and French Service Desks. Responsibilities include: Being the contact person for handling escalations and providing advice for business unit representatives for each country and business unit on demand Performing investigations on logged tickets to help improve team performance and verify quality of services provided. Assisting the team with handling tickets / incidents within target resolution time Evaluating and monitoring the team's KPI's Performing quality checks on calls and ticket handling
Same responsibilities as a Service Desk Agent with added duties including: - Training new joiners for the Service Desk. - Assisting users with escalations via phone and instant messenger, for outstanding incidents . - Delivering immediate assistance to colleagues .
Incident Management for DSC UK. Direct communication with user's over the phone, email and chat. Troubleshooting basic desktop problems including Java, Outlook, VPN, Cisco, and various other problems that may occur.
Managed both troubleshooting any possible bugs with customer's Flash / HTML websites through a CMS, along with providing answers to any general questions the customer may have had regarding design. Provided tips and information on Search Engine Optimization and setting up Wordpress blogs. Also assisted in sales and marketing.