SSA KE - IT Support Specialist at DHL

About the Role

The Digital Customer Solutions & IT Support Specialist will provide reliable technical support across hardware, software, networks, workplace systems, and digital customer platforms. This role supports internal users and external customers by driving system reliability, digital adoption, data quality, secure technology use, and excellent service delivery.

Key Responsibilities

• Troubleshoot and resolve hardware, software, network, application, user access, and digital platform issues while minimizing business disruption.
• Install, configure, maintain, and support desktops, peripherals, applications, meeting-room technology, user accounts, and workplace IT equipment.
• Log, prioritize, document, and escalate incidents and service requests in line with agreed service standards and support processes.
• Support users and customers in adopting IT systems, digital tools, and Digital Customer Solutions through practical guidance and training.
• Manage IT assets and inventories, including device deployment, lifecycle tracking, SIM cards, mobile devices, replacements, and audit-ready records.
• Provide technical input for the evaluation, standardization, replacement, and procurement of end-user technology and customer-facing digital solutions.
• Prepare meaningful IT and DCS reports covering incidents, SLA performance, support volumes, recurring issues, adoption trends, feedback, and improvement actions.
• Support customer setup, shipping, deployment, onboarding, toolset management, and ongoing support for Digital Customer Solutions.
• Collaborate with departments, customers, vendors, country and regional IT teams, and data quality forums to drive secure, compliant technology use and continuous improvement.

What You Bring

• 2–3 years of relevant experience in IT support, user support, technical service delivery, or digital customer solutions.
• Good working knowledge of IT troubleshooting, computer hardware, Microsoft 365, networking, ITSM, cybersecurity, SharePoint, Power Automate, Power Apps, basic data analysis, automation, system integrations, and IT asset management.
• Strong communication skills with the ability to explain technical matters clearly to non-technical users and customers.
• A customer-focused, collaborative, and compliant approach to supporting technology in a fast-paced business environment.