Information Systems Support Specialist

About the role

DPD Baltics is building a unified IT support organisation across Lithuania, Latvia and Estonia. The Information Systems Support Specialist will ensure that critical business applications stay operational, handling incidents from detection through resolution.

Key responsibilities

• Investigate and resolve incidents and service requests using the Service Desk platform.
• Troubleshoot application issues, integrations, interfaces and data‑flow problems.
• Collaborate with users, suppliers and internal IT teams to restore services and minimise impact.
• Monitor system health, dashboards and alerts to anticipate potential problems.
• Perform routine system checks and support operational stability across the Baltic region.
• Lead root‑cause investigations for major or recurring incidents and suggest improvements.
• Document incidents, requests and changes in accordance with ITSM processes.
• Assist with testing new releases, fixes and system changes before production deployment.
• Communicate with business users to translate requirements into clear enhancement requests.
• Create and maintain support documentation, troubleshooting guides and knowledge articles.

Required profile

• Proven experience supporting business applications or enterprise software.
• Background in an IT support, application support or service‑management environment.
• Understanding of Incident Management, Request Fulfilment and Change Management processes.
• Strong analytical and problem‑solving abilities.

Required skills

• Service Desk platform
• ITSM tools