Associate, IT Service Delivery

• Start with customer end with customer 
  • Communicate to users via chat/f2f/emails to determine the nature of any problems they encounter.
  • Ensure our internal users have their IT issues resolved. This includes onsite and remote support if needed.
  • Ensure Onboarding and Offboarding activities and processes are properly tracked and followed.
  • Troubleshooting Enterprise IT software and hardware Issues.
  • Setting up accounts for staff ensuring that all platforms used by the company are installed.
  • Maintain and outperform KPIs/SLAs and CSAT scores
  • Understands the importance of tasks assigned and the ability to effectively prioritise work according to business criticality. 
  • Business travel may be required within local markets.
  • Logging and tracking of Internal user IT issues to ensure prompt resolution

• Own it End-to-End in technical capabilities
  • Administration planning and installation of Windows and Mac systems.
  • Installing and configuring computer hardware software printers door access and CCTV.
  • Basic network troubleshooting
  • Take part in scheduled maintenance/projects such as office builds network and miscellaneous physical extensions of the foodpanda business
  • Support Audio/Visual requirements for the site including meeting rooms events and ad-hoc setups.

• Scale IT through governance
  • Assist in managing the companys IT assets and ensuring that assets are tracked throughout its lifecycle.
  • Keeping proper records of all tickets and their resolution in the ticketing tool based on the tickets received from the users and providing solutions to users.
  • Understands processes and procedures and adds value in decision-making consulting seniors when and if necessary.
  • Participate and be involved in the execution of steps to address security incidents where necessary.

• Continuous Improvement
  • Actively helps implement changes within their domain.

Qualifications :

• Minimum of 2 years experience in helpdesk or 1st level support with hands-on experience managing workstations (Windows & MacOS) and endpoint devices.
• Great team player who knows how to troubleshoot issues and topics
• Able to resolve complex issues with the help of senior members.
• Ability to work independently own problems end-to-end and be a fast & eager learner.
• High service orientation and customer skills
• Ability to work under pressure and tight deadlines
• Excellent verbal and communication skills
• An individual who pays attention to details
• The following technical knowledge would be highly desirable:
  • JIRA & Confluence usage 
  • Configuration management through KACE deployment 
  • Active Directory Slack and Google Workspace administration
  • Microsoft O365 installation and usage
  • Zoom administration
  • Windows and MacOS installation 
  • Basic IT networking knowledge
  • Access administration through Sailpoint IIQ

Remote Work :

No

Employment Type :

Full-time