Associate, IT Service Delivery

About the role

Foodpanda, part of the global delivery platform Delivery Hero Group, is hiring an Associate, IT Service Delivery. The role resolves users' IT software and hardware issues on site or remotely, tracks onboarding and offboarding, and keeps KPIs, SLAs and CSAT scores on target. Local market travel may be required.

Key responsibilities

• Resolve users' IT software and hardware issues on site or remotely, communicating by chat, face-to-face or email to understand the problem.
• Ensure onboarding and offboarding activities and processes are properly tracked and followed, including setting up accounts for new staff and installing all company platforms.
• Maintain and exceed KPIs, SLAs and CSAT scores; log and track internal user IT issues for prompt resolution.
• Administer, plan and install Windows and Mac systems, and configure and coordinate computer hardware, software, printers, door access and CCTV.
• Perform basic network troubleshooting and support audio/visual needs for the site, including meeting rooms and internal meetings.
• Manage the company's IT assets and actively help implement changes.

Required profile

• Experience in helpdesk or first-level support.
• Ability to work independently, own problems end-to-end and learn quickly.
• High service orientation and excellent verbal and communication skills in Lao and English.

Required skills

• Any ticketing system (benefit)
• Endpoint management (benefit)
• Windows and macOS installation (benefit)
• Basic IT networking knowledge (benefit)

What we offer

• Health and personal accident insurance
• Employee discount codes and phone allowance
• Wellness program (fitness, badminton, football)
• Fun company events and team activities