Service Desk Specialist

About the team: 

 The ET Service Desk is a global, 24x7 team that acts as the first line of defence for Deliveroo’s internal technology, supporting employees across offices, care vendors, and remote locations worldwide. We work closely with Workplace Tech, Security, IAM, Networks and application owners to resolve issues end-to-end, escalating only when something is outside our tools, access or expertise. 

 The team handles everything from access management for core platforms to device, basic networking and collaboration tooling issues, following robust runbooks and service management practices. 

 We are a collaborative, metrics-driven group that continuously improves our knowledge base, processes and automation to deliver a consistently great experience for our internal customers. 

 About the role: 

 As a Service Desk Specialist based in Hyderabad, you will be owning complex tickets from first contact through to resolution and coordinating incident response for high-impact issues. You’ll troubleshoot across Google Workspace, macOS, Windows, ChromeOS, MDM, Slack and core internal tools, using your depth of experience to unblock users quickly and safely. 

 Beyond BAU support, you’ll lead and contribute to the improvement of the projects, refine playbooks, and mentor other analysts to uplift the overall capability of the Service Desk. 

 This is a shift-based, hands-on role where every interaction is an opportunity to enhance service quality, strengthen our technical controls, and shape how service delivery works at Deliveroo

What you'll be doing:

• 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 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.

Requirements:

• You must have more than4 years experiencein the IT Operations/IT Support/Tech Support environment, interacting with the users directly.
• 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 above and supporting MDM technologies, such as Mosyle 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 can contribute and lead 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, afternoon and night shifts.

 We're interested in: 

 Exposure or expertise in some of the following technologies:

• Google Workspace (G Suite)
• iOS/macOS device support or admin
• Windows 11
• ChromeOS
• JSM / Data Studio / Looker
• Mosyle / InTune / Google Suite Admin Tools (MDM)
• Slack
• Networking fundamentals basics
• Identity and Access Management basics
• Some experience with AV and VC systems (especially Google Meet)
• Understanding of ITIL / Service Management
• Relevant professional certifications

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.