Start with customer, end with customerAble 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 scoresBusiness travel may be required within local markets.Own it End-to-End in technical capabilitiesAdministration, planning and installation of Windows and Mac systems.Installing and configuring computer hardware, software, printers, door access and CCTV.Basic network troubleshootingPlanning and undertaking scheduled maintenance/upgrades with HQ.Be involved in various projects, including managing office builds and miscellaneous physical extensions of the foodpanda businessSupport Audio/Visual requirements for the site, including meeting rooms, events and ad-hoc setups.Scale IT through governanceManaging 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 ImprovementTakes 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.
