Senior Executive, ETS helpdesk (System Administrator II)

Senior Executive, ETS helpdesk (System Administrator II)

foodpanda Bangsar South, Federal Territory of Kuala Lumpur, Malaysia

Job Description

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Responsibilities

• Start with customer, end with customer
• Able to work independently to ensure our internal users have their IT issues resolved, including onsite and remote support if needed
• Communicate to users via chat / f2f / emails to determine the nature of any problems encountered
• Lead the onboarding and offboarding activities and processes end to end
• Investigate, diagnose and solve computer software and hardware independently with minimal supervision
• Set up accounts for staff, ensuring all company platforms 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; 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, logging and processing all technical requests, participating in security incident execution steps, enforcing IT policies and promoting best practices among employees
• Vendor Management & Procurement : follow internal procurement process / policies, work with manager and local procurement, ensure local vendor delivery based on contract / purchase order
• Continuous Improvement : onboard new team members, proactively provide feedback, actively find ways to improve processes and help implement changes within their domain, prepare, maintain and upkeep user guide, technical documentation and knowledge-base articles

Qualifications

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