**Trilingual Service Desk Analyst**
At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent across the globe. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business and together we share the pride of building one of the world's largest leaders in logistics and supply chain solutions.
**Summary**
DHL is looking for a proactive; customer focused Service Desk Analyst to join our team in Heredia, Costa Rica. In this position, you will provide IT 1st level support for Spanish, English and/or Portuguese speaking customers by telephone/chat/Service Management tool in a professional manner, ensuring users receive timely service and Service Levels are met.
You will resolve incidents and support requests related to information systems and equipment available at the workplace, and to provide assistance to users to enable them to make effective use of such systems and equipment.
This role will have Incident Management processes (IM) and activities and participate on IM process improvement and training/guidance within ITS Organizations. Additional responsibilities and qualifications include:
**Responsibilities**
- Customer-focused
- To ensure that requests for assistance are accurately logged, assigned and responded to in a timely manner, according to agreed standards and procedures ensuring that the services offered are carried out within the agreed Service Levels.
- Responds to requests for assistance by providing information to enable callers to solve their problems.
- Is able to plan, schedule and monitor own work within a limited time horizon.
- Working hours are flexible. Morning shift, Monday to Sunday 5 am to 7 pm. Two days off. Hours are 9 hours per day with 1 hour for lunch
**Qualifications**
- Advanced Portuguese and English level
- Customer service experience 1+ years
- Technical studies (desirable)
- Knowledge on Microsoft Desktop Technologies (Windows, Office 365, Active Directory)
- Highschool diploma
- Soft Skills
- Excellent communication skills.
- Excellent Customer Service skills
- Team player
