Service Operations Specialist

3 months ago

Manchester, United Kingdom Deliveroo Full time

**About the team**

Here at Deliveroo we excel at delivery, after all, it is at the core of our business. Service delivery is no exception. That's why we are changing the way service delivery works. Our focus will always be the customer but we want to go beyond that and create an experience from the smallest problems. We are creating a TechBar team that will be critical in improving the impact we have on the business. Yes, there still will be tickets but with each ticket comes a new opportunity for development and continuous improvement.

**About the role**

We want you to bring your experience to help shape what the TechBar should look like and how it should operate. 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 have no legacy tech meaning the tech we get is only going to get better and we aren't fixing Windows 95 problems. We are investing in our tech and working with some creative tools across RPA and service delivery. You will report directly to the Head of Operations for Technology and Engineering and will be an on-site role working from our London HQ.

**What you'll be doing**
- **_Providing Technical Support to Deliveroo staff:_**
Service Operations Specialists are responsible for being in the office and for assisting employees or customers with technical issues related to hardware, software, access management, and other IT systems.
- **_Ticket Management in ServiceNow_**:Service Operations Specialists use ticketing systems to log, track, and prioritise support requests. This ensures that all issues are properly documented and addressed promptly. The specialists will ensure that detailed information about the nature of the issue, timely updates of pending tickets and the resolution of the same is properly filled out in all tickets.
- **_Customer Service_**: Service Operations Specialists should aim to deliver excellent customer service by actively listening to users' concerns and communicating in a clear and friendly manner. Following up with the user for pending tickets/requests and providing them with the status of the request.
- **_Knowledge Base Management_**: Service Operations Specialists contribute to and maintain a knowledge base (Confluence and ServiceNow), which serves as a repository of common issues and their solutions.
- **_Training and User Education_**:Service Operations Specialists should strive to provide user education to enhance employees' understanding of technology tools and best practices to avoid repeated issues.
- **_Collaboration with wider ET Team_**: Service Operations Specialists collaborate with other ET team members, such as JML, Workplace Engineering, Network, Security, etc., to resolve complex issues and implement system improvements.
- **_Asset Handling_**: management and care of laptops and mobile phones utilised by employees within the organisation. This includes tasks such as inventory tracking, hardware and software configurations, troubleshooting, maintenance, and ensuring proper security measures to safeguard sensitive data.
- **_Support India Service Desk:_** Service Operations Specialists will be the backup for the service desk team in times of outage, or high volume/backlog of tickets etc. Login and support them during India National Holidays/festivals so that the India team can spend time with their families.

**Requirements**:

- Google Workspace (G Suite), Apple products, Windows experience are essential for this role

**You will have a good knowledge of supporting Google Workspace (G Suite) and experience with MacOS and Windows and supporting technologies, such as JAMF and Intune and Git**
- Nice to have experience below:

- Chromebooks,
- ZenDesk / ServiceNow / Data Studio,
- Team Leadership/task management,
- Slack,
- Android,
- AWS,
- Networking Identity and Access Management
- Python or any other programming language

**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 o

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