IT Service Desk Analyst

DP World
Santo Domingo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Communication","Interpersonal skills","Analytical thinking","Problem-solving","Working under pressure"]

Serve as the first point of contact for end users, handling support requests via phone, email, and the self-service portal. Document issues in the service management platform, provide remote technical support, and troubleshoot hardware, software, and networks. Install and update software/OSs, escalate unresolved items, monitor critical alerts, and coordinate on-site support and IT hardware delivery. Maintain SLA-focused, user-friendly communication and accurate ticket records.

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FursaFursa
DP World
DP World
1 day ago

IT Service Desk Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Serve as the first point of contact for end users, handling support requests via phone, email, and the self-service portal. Document issues in the service management platform, provide remote technical support, and troubleshoot hardware, software, and networks. Install and update software/OSs, escalate unresolved items, monitor critical alerts, and coordinate on-site support and IT hardware delivery. Maintain SLA-focused, user-friendly communication and accurate ticket records.
Location: Santo Domingo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Respond to incoming support requests from users via phone, email, or ticketing system and resolve issues in a timely manner.
  • •Troubleshoot and resolve hardware, software, and network issues for end users with clear technical assistance.
  • •Provide technical support for devices including desktops, laptops, printers, mobile devices, and other peripherals.
  • •Install, configure, and update software applications and operating systems to maintain performance and security.
  • •Document support activities and outcomes in the ticketing system, escalate unresolved issues, monitor critical alerts, and coordinate escalation/on-site support as needed.

Key Requirements

  • •Bachelor’s degree in Computer Science or Management Information Systems (or related discipline) or equivalent experience.
  • •2+ years of enterprise IT support experience with understanding of computer systems, network fundamentals, and troubleshooting.
  • •Proven experience as an IT Service Desk Agent (or similar), resolving complex technical issues.
  • •Proficiency using help desk software and managing ticketing systems for tracking and resolution.
  • •Experience supporting Microsoft Windows and Office applications with the ability to troubleshoot and resolve issues.
Experience:2+ yearsEnterprise IT support
Education:Bachelor's in Computer Science or Management Information Systems
Skills:CommunicationInterpersonal skillsAnalytical thinkingProblem-solvingWorking under pressure
Certifications:CompTIA A+Microsoft Certified ProfessionalCCNAITIL4
Languages:SpanishEnglish
Tech Stack:Service management platformHelp desk softwareTicketing systemsMicrosoft WindowsMicrosoft OfficeOperating systemsHardwareNetworks

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

DP World
Global ports, terminals and logistics provider offering end-to-end supply‑chain, maritime services, freezones and technology-driven trade solutions across ports, inland terminals, logistics parks and digital platforms.
Industry: Ports & Port Operators
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Decacorn (USD 10B+)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 2005
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