Help Desk Analyst

1 day ago

Southampton, United Kingdom CNS - Community Network Services Full time

We are currently looking for a Helpdesk Analyst to join our team in Southampton. This function is in charge of providing a single point of contact for customers 24 hours a day, seven days a week, by responding to their inquiries and providing first-line support and repairs to expedite the quick settlement of all customer incidents and requests. While offering great customer service, we guarantee client satisfaction at all times. We will also engage with other analysts as needed to guarantee that we exceed client expectations.


This role works a varied shift pattern, 1 week of earlies then mids, and then lates. As well as having to be on call every 1 in 5 weeks.


About The Role

How will you contribute:

  • Provide 1st and 2nd line Support: Call handling, logging, prioritizing, diagnostics, and fixes to ensure resolution within SLA for all incidents for all customers 24/7.
  • Perform 1st line diagnosis on customer networking and communications or liaison with third-party suppliers.
  • Liaison with Regulatory Authorities, Terminal Operators, Shipping lines, System Integrators (e.g. FedEx) Freight Forwarders, and Third Parties to ensure the customer's freight is kept moving at both ports and airports.
  • Perform new customer installations, upgrades, configuration changes, and ceases of both CNS-provided services and communications to enhance the customer experience throughout the customer lifecycle.
  • Accurate escalation of incidents requiring 2/3rd line support to ensure the customer receives a response and timely resolution from all areas of the business.
  • Provide excellence in Customer Service through professional and consistent support and by taking ownership of all customer contacts, ensuring customer satisfaction is achieved at Incident closure.
  • Handle customer complaints and/or forward them to the relevant manager for a formal response.
  • Maintain customer configuration and service provision records and history.
  • Gain knowledge and expertise in all CNS’s applications


What will you Bring

Qualifications, Skills & Experience:

  • At least 3-5 years of customer service experience, ideally within transport, logistics, maritime, or similar sectors
  • 2 years of customs experience is essential.
  • Previous experience of CNS or other CSP
  • ITIL Foundation certificate is preferred
  • Knowledge of maritime and airfreight imports & exports; ERTS; CHIEF/CDS; EDI Messaging
  • Proficiency in speaking other language(s), in particular Dutch as this will enhance your ability to communicate with our diverse client base
  • Excellent communication skills, both verbal and written
  • Ability to work as a team and individually


NOTE: All our roles are subject to the below:

  • Eligibility to work in the UK
  • Ability to travel to our other port when necessary.
  • We may close our roles early, depending on the number of applications received.
  • A full valid UK driving licence or appropriate international licence allowing you to drive on UK roads.
  • No unspent criminal convictions


Compensation

DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market-competitive compensation package.


About DP World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for millions of people around the world. DP World is here to make trade flow better, changing what’s possible for the customers and communities we serve globally. With more than 106,500 employees across 73 countries, we are pushing trade further and faster toward a seamless supply chain that’s fit for the future. By integrating our physical infrastructure with cutting-edge technology, we create efficient end-to-end solutions, pushing the sector towards better ways to trade, and minimizing disruptions from the factory floor to the customer’s door.


We’re rapidly transforming and integrating our businesses - Ports and Terminals, Economic Zones, 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.


The DP World family comprises of syncreon, Imperial and P&O.

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