It Service Desk Officer

Responsible for front line support to the IT customer base through the Service Desk, performing root cause and metrics analysis on incoming customer issues identifying trends and managing the communication process for incidents and issues out to the greater DLL organization.

This is a Hybrid Position.

Find out more here about how you can unleash your full potential at DLL!

• Call intake - Engage customer base through the intake of calls into the Service Desk and attempt to resolve these immediately and escalate the issue/problem to the proper tier 2 and 3 supporting departments when the restoration is beyond the scope of the job holder.
• Metrics analysis - Develop an approach for analyzing the Service Desk metrics. Analyze incoming calls, problems and support requests identifying trends and potential risk areas. Communicate findings to the appropriate tier 2 and 3 supporting departments.
• Root cause analysis- Perform and manage the post issue root cause analysis and identify opportunities for future avoidance of recurring issues and improve stability. Escalate problem (when required) to the appropriately supporting departments.
• Communication-Manage the individual and general communications out to the IT customer base regarding incident/problems and outages.
• Advise-Translate customer request to requirements and document them to be delivered to development.
• Process Improvement - Identify process improvements for core IT processes and translate this to deliverables based on a lean concept.

All members enjoy

• Two working days per year volunteering for a local charity.
• Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
• Flexible hours with possibility to work from home
• Career development opportunities: online learning, member development programs.
• Check this link to an overview of all benefits in your region.

• Bachelor’s degree, tech school graduate, or equivalent work experience
• Customer focused and service oriented.
• Basic knowledge of business, IT processes and related technologies.
• Great verbal and written communication skills.
• Fluent in English in speech and writing.
• Team player
• Customer Focused
• Experienced in customer interaction e.g. phone and written skills
• Quality driven and results oriented and ready to go above and beyond to deliver results.
• Able to work in a very fast-paced, open environment.

DLL’s wellbeing ambition is to educate, equip and empower members to build connections, manage their mental, emotional, physical and financial wellness and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing categories are as follows:

• Connection – Build meaningful connections with other DLL members
• Health – Manage mental, emotional and physical health
• Finance – Provide learning opportunities to help members achieve personal financial health
• Lifestyle – Maintain balance between work and life priorities

There are things that matter to our members and the wellbeing of our members matters to DLL!

At DLL, we are many things. We are team members, family members, community member. We are members of society, members of different cultures and nationalities. Members of change. We each have different beliefs, different passions, different viewpoints, talents and interests. We become from different backgrounds, cultures, nationalities and histories.

But for all of our differences, we share one thing in common: each of us are members of DLL.

Our company was founded in the Netherlands. But today we are truly a multinational business. Our unique culture is rooted in higher collaboration, less hierarchy and a honest directness that enable us to integrate, ideate and innovate across country lines.

Many companies say they are European, American, Asian or Australian, at DLL we are all these places and more.

We are a cross-culture collaborative – an interconnected network – that comes together every single day with one goal in mind: Partnering for a better world.

Desired Primary Work Location: Wayne , PA

Applicable Pay Range

$56,263.45 - $84,395.17

DLL is considering candidates in numerous locations. The pay estimate displayed represents the typical pay range for candidates hired for this position in the desired primary work location. Pay may be adjusted outside the projected range based on geographical differentiation as well as for any other lawful reason. Additional factors that may be used to determine your actual pay include your specific skills, years of relevant experience you possess, and other work-related qualifications. Many candidates may start in the bottom half of the applicable pay range, especially those with less experience or qualification.

This position is subject to the terms of DLL’s compensation plans and policies. Further, the position includes all other benefits provided to DLL employees, including healthcare benefits, 401k matching, vacation, sick leave, parental leave, possible discretionary bonuses, and all other benefits that are all governed by and subject to ERISA plan documents and eligibility.

• Deadline for application: April 19,2024 (Due to high volume of applications this requisition may close prior to posted close date)
• The selection process may involve an assessment.
• Applications via email will not be reviewed. Please apply online via our career website: workingatdllgroup.com
• DLL’s referral program applies
• #LI-BENNETT
• For more information, please contact our Talent acquisition partner Bennett Mario via bennett.mario@dllgroup.com

DLL appreciates the time you spend applying to our openings. We advise only those who qualify for an interview will be contacted. Hiring subject to successful completion of a background check.

DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.

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