Technical Support Analyst
il y a 4 semaines
At Deliveroo, we prioritize exceptional service delivery, which is integral to our operations. We are transforming our approach to service management.
Your expertise will play a crucial role in defining the structure and functionality of our Service Operations Team.
With no outdated technology to contend with, you will work with cutting-edge systems, avoiding the complications of legacy issues.
This position reports directly to the Head of Operations for Technology and Engineering. It is a full-time, on-site role based in our Paris Office, where you will oversee operations for the European market and associated locations.
Occasional travel to other Deliveroo offices in Europe may be required.
Key Responsibilities:
Technical Assistance: You will provide on-site technical support to Deliveroo staff, addressing hardware, software, access management, and other IT-related challenges.
Ticket Management: Utilize ServiceNow to log, monitor, and prioritize support requests, ensuring all ticket details are accurately documented, including issue descriptions and timely updates.
Customer Service Excellence: Deliver outstanding customer service by actively engaging with users, understanding their concerns, and communicating effectively.
Knowledge Base Development: Contribute to and maintain a comprehensive knowledge base (using Confluence and ServiceNow) that documents common issues and their resolutions.
Hardware and Software Configuration: Assist in the setup and configuration of IT equipment, including laptops and mobile devices, as well as software applications.
User Training and Education: Conduct training sessions and provide guidance on inventory management, system configurations, troubleshooting, and security protocols to protect sensitive information.
Support for India Service Desk: Act as a backup for the service desk team during peak times or outages, ensuring continuous support during national holidays and festivals.
Proficiency in Google Workspace (G Suite), Apple products, and Windows is essential for this role. A solid understanding of supporting technologies such as JAMF, Intune, and GitHub is also required.
Familiarity with Zendesk, ServiceNow, Data Studio, Android, and programming languages like Python will be advantageous.
At Deliveroo, we empower individuals to choose how they want to shop, when, and where. Our benefits vary by country, encompassing healthcare, well-being, parental leave, retirement plans, and generous vacation allowances, including time off for charitable activities.
We are committed to fostering a diverse workplace that reflects the global community we serve, embracing all aspects of identity without judgment.
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