Associate, ETS (Helpdesk)

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.

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.

ITIL v4 Certification is not required but considered an advantage.

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

Additional Information

What we offer

foodpanda Philippines is a Great Place to Work Certified! You are assured to be joining a dynamic, fun, and an amazing work environment!

A company committed to developing you personally and professionally.

A great working atmosphere with regular company and team events.

A vibrant and international team committed to diversity and inclusion.

Responsibility from day one in a fast growing and global company.

We recognize top performers, welcome our newbies, and share good food!

Competitive package, allowances, food perks, Insurances, learning and development opportunities and more!

Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.