Senior Specialist, IT Service Delivery, ETS

icon building Company : Foodpanda
icon briefcase Job Type : Full Time
icon geo-alt Bangkok, Bangkok

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Job Description - Senior Specialist, IT Service Delivery, ETS

Job Description

Responsibilities:

  • 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. , procurement is responsible for all procurement processes ( 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.

    • Qualifications

  • 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. 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

    • Original job Senior Specialist, IT Service Delivery, ETS posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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