Associate, IT Service Delivery

foodpanda; Kuala Lumpur; Presencial; MYR 67.000 - 100.000; Jornada completa

Descripción de la vacante

foodpanda in Kuala Lumpur seeks an experienced IT Helpdesk Associate to support internal users, troubleshoot hardware/software, and manage onboarding/offboarding. You will setup staff accounts and ensure IT platforms are installed, while maintaining KPIs and customer satisfaction.

Ideal candidates have 2+ years in helpdesk or 1st level support, strong communication, and the ability to work under pressure with a fast learning curve. Some travel within local markets may be required.

Formación

• 2+ years in helpdesk or 1st level support with hands-on Windows/MacOS and endpoint devices.
• Strong team player with troubleshooting skills and customer focus.
• Able to work independently, end-to-end ownership and fast learner.
• Excellent verbal and written communication skills.
• Attention to detail and service orientation under pressure.
• Desirable: Jira, Confluence, AD, O365, Slack, Google Workspace, Zoom, KACE.

Responsabilidades

• Communicate with users via chat/face-to-face/email to identify problems.
• Provide onsite and remote IT support to internal users.
• Track onboarding/offboarding processes and tickets.
• Troubleshoot enterprise IT software/hardware issues.
• Set up staff accounts and ensure platforms are installed.
• Maintain and improve KPIs/SLAs and CSAT scores.
• Prioritize tasks based on business impact.
• Occasional travel within local markets.
• Log and track IT issues to ensure prompt resolution.

Conocimientos

Helpdesk experience

First level support

Windows & MacOS

Customer service

Troubleshooting

Independence

Communication skills

Under pressure

Jira

Confluence

KACE deployment

Active Directory

Slack administration

Google Workspace

Microsoft 365

Zoom administration

IT networking basics

Sailpoint IIQ

Herramientas

JIRA

Confluence

KACE deployment

Active Directory

Slack

Google Workspace

Microsoft 365

Zoom

Sailpoint IIQ

Descripción del empleo

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

• 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.
• 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

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