Associate, global service deskFoodpanda

Job Description
To be the most loved everyday food and groceries destination! - that's our mission at foodpanda (small f).
foodpanda is the largest food and grocery delivery platform in Asia, outside of China. Operating in more than 400 cities across 11 markets, we continue to expand and grow in our core food delivery business, as well as in new verticals like grocery deliveries, with a strong tech infrastructure at our core. From our restaurants-partners, cloud kitchens and cloud grocery stores - foodpanda is just one tap away, getting everything you need into your hands quickly and conveniently!
We are looking for enthusiastic problem solvers to join us in scaling our platform, to digitalise businesses in Asia, uplift rider livelihoods and build a hyper-convenient platform for our customers. If you love working with technology to create solutions and are not afraid to roll up your sleeves to get things done, you will find your tribe here at foodpanda. Our diverse and high-performing team comprises people from more than 60 nationalities, and we welcome all experiences, backgrounds, and perspectives.
This role is member of the APAC Level 1 support under Enterprise Technology Services (ETS) team serving as the first contact to internal users in providing remote IT assistance while ensuring proper record of all tickets and their resolution.
Responsibilities
Serve as the first contact for all users in APAC who need IT assistance over company's support channel such as Jira Service Desk (JSD), Slack, email, etc.
Perform remote troubleshooting using different diagnostic techniques and pertinent questions to resolve hardware, software or system access tickets.
Provide quick resolution and excellent customer service while keeping a proper record of all tickets and their resolution in the ticketing tool (JSD).
Where necessary redirect tickets to local country IT or the next level of support personnel (L2/L3/Service Owner).
Provide feedback and suggestions to improve procedures and processes.
Requirements
Minimum of 2 years experience in IT helpdesk or IT service desk functions.
You are a great team player who knows how to solve complex issues in conjunction with others
Ability to work independently under pressure and tight deadlines while navigating a fast and changing landscape
Customer service oriented, cool-tempered and have a problem solving mindset.
Knowledge of Windows & Mac operating systems, JIRA Service Desk, Confluence, Google Workspace and Slack are highly desirable
Background in fast-paced, entrepreneurial, startup/tech environments preferred.
Fluency in English (our corporate language) and great communication skills.
What we offer
A dynamic and challenging work environment.
A company committed to developing you personally and professionally.
A great working atmosphere with regular company and team events.
A vibrant and international team committed to diversity and inclusion.
Responsibility from day one in a fast growing and global company.
Other benefits include free food, health and dental insurance, and learning and development opportunities!
Our parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.