Associate, IT Service Delivery

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.

• 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