Service Desk Specialist

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our 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.

We’re looking for a Service Desk Specialist to join our Service Desk team located in Hyderabad. In this role, 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.

Get to know our Service Desk team — what drives us, how we work, and what you can expect. 

Here’s what your day-to-day might look like:

• Be the first point of contact in Operations, helping people resolve problems and delivering an excellent customer experience in a 24x7 environment.
• Take ownership of standard and complex technical issues, diagnosing, researching, tracking, and resolving them.
• Collaborate with colleagues across our global team to share knowledge and solve problems.
• Escalate and coordinate incident response for critical issues affecting the firm.
• Troubleshoot issues across hardware, software, user accounts, trading environments, operating systems, and mobile devices.
• Look for opportunities to improve how we work and share your ideas with the team and management.

What You’ll Need to Thrive

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

• A passion for customer service and a commitment to delivering an outstanding support experience.
• More than four years of experience in IT Operations, IT Support, or Technical Support, working directly with users.
• A strong interest in technology and how it helps our people deliver for Deliveroo.
• Experience supporting Google Workspace (G Suite), macOS, Windows 10 and above, and MDM tools such as Mosyle and Intune.
• Experience in technical support within a growing technology company, bringing an understanding of effective service delivery.
• The ability to contribute to and lead projects that match your expertise, while guiding colleagues and sharing your knowledge.
• A collaborative approach, with experience mentoring, training, or creating knowledge resources for your team.
• Flexibility to work morning, afternoon, and night shifts as part of a 24x7 service desk supporting Deliveroo’s global business.