Location:
Hyderabad. Please note that we can only consider applicants either based in Hyderabad or willing to relocate there on permanent basis.
Here at Deliveroo, delivery is at the very core of our business. Service delivery is no exception. That's why we are changing the way service delivery works. We are creating a 24x7 service desk team that can operate like engineers, being involved in important work to improve the impact we have on the business. Yes, there will still be shifts and tickets but with each ticket comes a new opportunity for impact, career development and continuous improvement.
We want you to bring your experience to help shape what service delivery should look like. As we continue to grow we will expose you to the latest technologies as we work toward automation of the boring, leaving interesting challenges to be solved. We're building a world-class, hands-on team that applies creative technology solutions to push scale and attack opportunities with the greatest commercial impact. This is your opportunity to join a focused, nimble team that uses technology in unique and creative ways. You will report to a Service Desk Shift lead and will be based in our office in Hyderabad.
What You'll Do:
- Ensure the highest levels of customer experience in a collaborative, 24x7 environment, with a focus on helping people fix problems as the first contact in Operations.
- Own, diagnose, research, tracking, and resolve both standard and complex technical issues
- Work in a cooperative and collaborative global team environment.
- Escalate, coordinate and manage incident response for important firm-wide issues.
- Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility.
- You will share our passion for improvement, always looking for opportunities to improve and highlighting them to the team and management.
What skills are we looking for?
- We're customer obsessed and that includes our internal customers. You should love customer service as much as we doing all you can to ensure outstanding delivery
- Passionate about technology, it's our technology that connects us and enables us to give the customer exactly what they need to deliver for Deliveroo
- You will have knowledge of supporting Google Workspace (G Suite) and experience with MacOS and Windows 10 and supporting technologies, such as JAMF and Intune.
- Experience working in a technical support environment within a growing tech company would be really useful for us, as we want you to bring your knowledge of good service delivery.
- You are able to take lead on some projects where your skills are most suited to the task at hand, you will also have no problem guiding others around you and sharing your knowledge.
- As a company that succeeds through collaboration if you have experience mentoring, training, or creating knowledge amongst your team we would love you to be part of our journey
- This is a shift-based role supporting 24x7 service desk availability for the global Deliveroo business, containing morning, swing, and night shifts.
We're interested in:
Exposure or expertise in any of the following:
- Google Workspace (G Suite)
- iOS/macOS device support and/or admin
- Windows 11
- ChromeOS
- ServiceNow / Data Studio / Looker
- Jamf / InTune / Google Suite Admin Tools
- Slack
- Android
- AWS
- Networking fundamentals
- Identity and Access Management
- Python or any other programming language
- Experience with AV and VC systems (especially Google Meet)
- Understanding of ITIL / Service Management
- Relevant professional certifications
Benefits:
Holiday Policy - 15 days leave each year (which increases with length of service) as well as 12 days casual leave and 9 days public holiday.
Childcare - Deliveroo reimburses 70% of daycare expenses, up to a maximum of INR 10000 per month.
Other Benefits: Insurance, Wellness, Home office expenses, Online learning portals.
Diversity
We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander.
