Senior Specialist, IT Service Delivery, ETS

About the opportunity

• Start with customer, end with customer
• Able to work independently to ensure our internal users have their IT issues resolved. This includes onsite and remote support if needed.
• Communicate to users via chat/f2f/emails to determine the nature of any problems they encounter.
• Lead the Onboarding and Offboarding activities and processes end to end.
• Investigating, diagnosing and solving computer software and hardware independently with minimal supervision.
• Setting up accounts for staff, ensuring that all platforms used by the company are installed.
• Maintain and outperform KPIs/OKRs/SLAs and CSAT scores
• Business travel may be required within local markets.
• 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
• Planning and undertaking scheduled maintenance/upgrades with HQ.
• Be involved in various projects, including managing office builds 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
• Managing the company’s IT assets and ensuring that assets are tracked throughout its lifecycle.
• Logging and processing all technical requests based on the complaints/tickets received from the users.
• Participate and be involved in the execution of steps to address security incidents, where necessary.
• Proven ability to effectively enforce and advise on IT policies, ensuring compliance and promoting best practices among employees.
• Vendor Management & Procurement:
• Follow the internal procurement process/policies/guidelines and work with your manager and local procurement for all procurement needs within your scope. Proper segregation of duties between procurement and IT. i.e., procurement is responsible for all procurement processes (e.g. pricing, terms and conditions, etc) while IT will be responsible for the technical requirements.
• Ensure local vendor deliver based on contract/purchase order.
• Continuous Improvement
• Takes an active role in onboarding new team members and proactively provides feedbacks to team to help improve process and implementation.
• Actively finds ways to improve processes and helps implement changes within their domain.
• Prepare, Maintain and upkeep of user guide, technical documentation and knowledge-base articles.

What you need to be successful

• Minimum of 5 years’ experience in helpdesk or 1st level support with a minimum 2-year hands-on experience managing workstations (Windows & MacOS) and endpoint devices.
• Great team player who knows how to solve complex issues in conjunction with subject matter experts. E.g. Network team.
• ITIL, CompTIA A+ or relevant professional certifications are highly desirable
• Ability to work independently and own problems end-to-end
• 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
• At least deep knowledge in one or more of the following areas::
• JIRA & Confluence usage
• Configuration management through KACE deployment
• Active Directory, Slack and Google Workspace administration
• Zoom administration and event support
• Windows and MacOS automated installation
• IT networking knowledge
• Access administration through Sailpoint IIQ