Job Description

About foodpanda:

foodpanda is dedicated to bringing food lovers around the world their favorite meals from curated local restaurants. Since its creation, the on-demand food delivery service has grown to more than 100,000 partner restaurants in more than 325 cities across 13 Asian and Central European countries globally. foodpanda is active in Bangladesh, Cambodia, Hong Kong, Laos, Malaysia, Myanmar, Pakistan, Philippines, Singapore, Taiwan, Thailand, Romania and Bulgaria. It belongs to Delivery Hero, worldwide leader of the food delivery industry. For more information visit www.foodpanda.my

About Delivery Hero:

Delivery Hero is a leading global online food ordering and delivery marketplace with number one market positions in terms of restaurants, active users, and orders in more countries than any of its competitors across 40 countries in Europe, the Middle East & North Africa (MENA), Latin America and the Asia-Pacific region. Delivery Hero also operates its own delivery service in 200+ high-density urban areas around the world. The Company is headquartered in Berlin and has over 21,000 employees. For more information, please visit www.deliveryhero.com

What will you be doing?

• Ensure our internal users have their IT issues resolved
• Logging and processing all technical requests based on the complaints/tickets received from the users
• Installing and configuring computer hardware, software, basic network troubleshoot, printers, door access and CCTV
• Planning and undertaking scheduled maintenance upgrades with HQ
• Setting up accounts for staff, ensuring that all platforms used by the company installed
• Communicate to clients via chat/f2f/emails to determine the nature of any problems they encounter.
• Investigating, diagnosing and solving computer software and hardware
• Managing company\'s IT asset
• Administration, planning and installation of Windows based systems and some Mac/Linux machines
• On and Off-boarding of users across multiple systems and platforms
• Monitoring network status and report to the manager on weekly basis
• Working within our ticket system to ensure fast turnaround times for all helpdesk queries
• Onsite and remote support for international users.
• Maintain and outperform SLAs and CSAT scores
• Manage office builds and miscellaneous physical extensions of the foodpanda business

• Minimum of 5 years\' experience in helpdesk or 1st level support with a minimum 2-year hands on experience managing enterprise servers and workstation
• You are a great team player who knows how to solve complex issues in conjunction with others
• High ability to work independently
• High service orientation and customer skills
• Ability to work under pressure and tight deadlines
• Open to a fast paced and changing landscape
• Problem ownership and service orientation
• Excellent verbal and communication skills (33/40 scores on Jobstreet English Assessment).
• JIRA & Confluence knowledge.
• KACE deployment software
• VMWare WS One experience
• Active Directory and GSuite knowledge
• Microsoft Azure
• Slack
• O365 basics
• Zoom software
• Windows and MacOS installation knowledge
• Basic IT-infrastructure understanding
• Experience in an Internet company as tier-2 support is considered as an advantage

Foodpanda