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About the Role

DP World in the UK is at the heart of Britain’s trading future, providing the right trading infrastructure, smart logistical solutions and the benefits of freeport status to our customers . A n excellent opportunity has opened within CNS IT Operations for a Service Desk Analyst .

Reporting to the Service Desk Team Leader our ideal candidate is someone with a strong background in customer service and a collaborative team spirit. They should have excellent problem-solving skills and the ability to handle inquiries and incidents efficiently.

Location: Southampton

Training Hours: 9am - 5pm, 4 days a week on-site.

Post-Training: Hybrid model with home-based work.

On-site presence required for new starters, training sessions and on the 2nd and 4th Thursday of each month.

How you will contribute:

• Serve as the primary point of contact for all customer inquiries, offering 1st line support and ensuring timely resolution of incidents and service requests.
• Collaborate with all areas of CNS, suppliers and business partners to enhance our support services.
• Work closely with senior analysts and fellow team members to exceed customer expectations.
• Provide 1st and 2nd line support, including call handling, logging, prioritising, diagnostics, and fixes to meet SLA requirements.
• Perform 1st line diagnosis on customer networking and communications or liaise with third-party suppliers.
• Coordinate with regulatory authorities, terminal operators, shipping lines, system integrators and freight forwarders to ensure smooth freight movement at ports and airports.
• Manage new customer installations, upgrades, configuration changes and service terminations to enhance the customer experience.
• Accurately escalate incidents requiring higher level support to ensure prompt resolution.
• Maintain customer configuration and service records.
• Gain expertise in all CNS applications.
• Participate in a 3-shift rota after initial training.
• Respond to out-of-hours customer inquiries and attend site for unscheduled service outages as needed.
Assist in training new staff and rolling out new products.

What you will bring:

• GCSEs A-C including Maths and English or equivalent preferred.
• ITIL foundation certificate (Desirable)
• Excellent customer service background and experience in a team-oriented, collaborative environment.
Previous experience in the maritime or airfreight industry, knowledge of CNS or other CSP (Desirable)

NOTE: All of our roles are subject to the below:

• Eligibility to work in the UK.
• A full valid UK driving licence or appropriate international licence allowing you to drive on UK roads.
• No unspent criminal convictions.
• Due to manufacturing guidelines on equipment and site safety critical health and safety requirements, we have strict weight and medical requirements that need to be met and maintained. For our safety critical roles health and medical and fitness checks are performed. Requirements include, but are not limited to, weight, height, blood pressure and hearing.
• We may close our roles early, depending on the number of applications received.

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 people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 103,000 employees spanning 75 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

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

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.

WE MAKE TRADE FLOW TO CHANGE WHAT'S POSSIBLE FOR EVERYONE

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We believe that employees are happiest when they’re empowered to be their true, authentic selves. So, please come as you are. We can’t wait to meet you.