Handling all incoming calls, emails, messages, and any other Helpdesk activities in line with agreed Service Level Agreements (SLAs) as communicated by Managers
Provision of outstanding customer service, tailored to meet the needs and demands of each individual customer, in line with agreed Service Levels
Accurate incident and request registration and classification, ensuring the accuracy of all recorded and pre-populated information, including asset information and full details of the incident or request
Incident investigation, troubleshooting, and resolution, with the aim of restoring service for the affected user/s swiftly at First Point Of Contact (FPOC) where possible, in line with agreed Work Instructions and processes.
Assessment and consideration of all other requests for service or information from users, with the aim of providing the service and/or information at FPOC where possible, in line with agreed Work Instructions, Procedures, and Processes
Where incidents or requests cannot be resolved at FPOC, the routing of open service requests and incidents to relevant support groups and 3 rd party suppliers where appropriate
Supporting users, where required, in the logging and registration of tickets
Maintain up-to-date knowledge of all services and SLAs delivered within the Helpdesk to enable the ability to support others
Monitor, track, and update active tickets
Ensure customers are regularly updated in a consistent and professional manner
Escalation of tickets as necessary, in line with Escalations processes
Contribute regularly to Helpdesk Knowledge Management documents
Work towards professional development activities (with appropriate support from a manager where required)
IT Asset handover & trained to new joiner; maintain asset sheet.
Maintain Network, System & Total IT Infrastructure
Bachelor of Science (BSc) in CSE, Master of Science (MSc) in CSE
You have a Bachelors's or Masters's degree from a reputable university.
Both males and females are allowed to apply
Travel to provide Executive support on occasion. You might need a bike (using uber/pathao) for some jobs.
Provide 24x7 on-call support in an on-call rotation.
Work at Office
Able to attain duty on a roster basis
Fluent in English (Spoken and Written)
The applicants should have experience in the following area(s): Internet Service Provider / IT Helpdesk department
Do you love food and convenience put together? Then you just might love foodpanda.
foodpanda (small `f`) delivers a first class, on-demand food delivery experience with hundreds of your best-loved restaurants online into your home or office - fast! We`re all about bringing on the smartest folks as we continue to grow with an `all hands on deck` environment and hire those who can thrive in a startup culture.
As the IT Support Executive, you`ll be responsible for the overall IT Administration in foodpanda Bangladesh and also co-ordinate within our global team.
Gender: Both males and females are allowed to apply Experience Requirements
1 to 3 year(s)
Freshers are also encouraged to apply.
For any further queries please feel free to contact:
foodpanda Bangladesh Limited
Click Here to apply through email. For direct apply, make sure you attached your resume with a cover letter and file format must be in PDF.