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 company’s 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.
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

Employment type
Full-time

Work arrangement
No