ITDS Support Agent

Heredia, Provincia de Heredia, Costa Rica Deutsche Post DHL Group req82362 09/08/2019

ITDS Support Agent

DHL Finance and HR Services Americas, a division of Deutsche Post DHL Global Business Services, is providing an opportunity for a highly motivated professional within a multi- cultural shared service environment. This role is based in the Shared Service Center (SSC) San Jose, Costa Rica.

Role Purpose

To provide excellent, accurate, on time support in the areas for users of the Global HR platforms supporting processes such as Learning, Performance, Talent, Recruitment, and Intranet & on line language learning.

The tasks of the Support Agent are focused on customer query resolution, escalating all system issues and tracking their resolution. In addition the Support Agent may be assigned additional tasks such testing & customized reporting.

Primary Job Responsibilities:

  • Coach colleagues regarding new functionalities, new releases, change requests and error correction

  • Respond to user requests and ensure that users receive a timely response

  • Obtain/add to initial query information and ensure full service records are maintained

  • Prioritize user requests considering business impact and customer agreements ensuring the agreed service level is met.

  • Update databases/case management tools/ ishares with changes and status of each request

  • Follow procedures for complaint handling, escalation, approvals and emergency requests

  • Complete first level resolution for several applications following agreed work instructions

  • Complete Value added services such as reporting and offering advice on functionality

  • Ensure Corporate Data Privacy Policy and confidentiality is adhered to

  • Managing work queue of queries effectively across all ITDS teams

  • Contribute to process improvement initiatives and produce support documentation

  • Inform the customer about system / process updates in a timely manner

  • Interact with the customer in a professional and friendly way, understanding the query from the customer's perspective.

Knowledge / Experience Requirements

  • Experience in Shared Service Centers is an additional asset

  • Understanding of working within a global, cross cultural environment is desirable

  • Previous service desk experience an advantage


  • Bachelor degree or currently studying Business Administration or Human Resources.

  • Fluent in English and German. (written and spoken)

  • Strong administration skills and proven ability to work independently

  • Strong Customer Focus - Understanding the needs of the internal customer and keeping them in mind when taking actions or making decisions.

  • Demonstrated Attention to Detail - Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.

  • Good problem solving skills and strong logical thinking (analytical and structuring skills)

  • High degree of Written Expression - Effectively conveys factual communications that require an understanding of the recipient/audience.

  • Excellent planning and organizing skills

  • Ability to manage conflicting demands with tact, diplomacy and fairness.

  • Personal drive and enthusiasm, to achieve highest professional standards.

  • IT literate with Intermediate Excel knowledge.             


Facts and Figures

  • Business Unit

    DHL Global Business Services Americas

  • Travel Required

    Below 25%

  • Employment Type

    Permanent Full-Time

  • Work Permit Required


  • Shift Requirement

    Day time only