Company Name: foodpanda Bangladesh Limited
Roles & Responsibilities:
- 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.
- CCTV, Fingerprint device, Router, Switch, Call Center Tools maintain & troubleshooting.
- Maintain Network, System & Total IT Infrastructure
Educational Qualification:
- Bachelor of Science (BSc) in CSE, Master of Science (MSc) in CSE
- You have a Bachelors or Masters degree from a reputable university.
Work Experience:
- 1 to 3 year(s)
- Freshers are also encouraged to apply.
Others Requirements:
- 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 roster basis
- Fluent in English (Spoken and Written)
- The applicants should have experience in the following area(s): Internet Service Provider / IT Helpdesk department
Others Benefit:
As per company rules.