IT Application Support Administrator I

About Delivery Hero SE

Hungerstation, a part of the Delivery Hero Group, operates as a local delivery platform across approximately 65 countries globally. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is included in the MDAX stock market index. The company focuses on delivering efficient and accessible experiences to its customers.

Role Overview

The IT Application Support Administrator I is responsible for the implementation, configuration, maintenance, and support of HungerStation’s IT applications and systems. This full-time position, based in Riyadh, involves providing technical assistance to end-users, ensuring the reliable operation of IT applications, and supporting the timely resolution of incidents and service requests. The role serves as a primary contact for application-related support, contributing to smooth IT operations and minimizing business disruption. Candidates should have 0-1 years of experience.

Key Responsibilities

• Act as the first point of contact for IT application administration, support, and operational requests.
• Support the installation, configuration, maintenance, monitoring, and reliable operation of IT applications and computer systems.
• Manage day-to-day application support activities, respond to operational requests, troubleshoot technical issues, and provide assistance to user groups.
• Handle incoming calls, emails, messages, and helpdesk requests in accordance with Service Level Agreements (SLAs) and established IT processes.
• Investigate, troubleshoot, and resolve incidents, aiming for resolution at the First Point of Contact (FPOC).
• Monitor, track, update, and escalate active tickets when issues cannot be resolved within the required support level or timeframe.
• Provide support for desktop applications, workstations, and internal IT systems.
• Identify recurring problems, investigate root causes, and contribute to preventing future incidents.
• Research and identify appropriate solutions for application and software-related issues.
• Communicate effectively with end-users to understand technical problems, guide through troubleshooting, and assist with IT application setup and issue resolution.
• Escalate unresolved issues to appropriate internal teams (*, software development, infrastructure).
• Prioritize and manage multiple open incidents and requests, maintaining communication with affected users.
• Install, configure, monitor, and maintain IT applications and computer systems.
• Support the rollout and implementation of new systems and internal applications, including patches and anti-virus deployment.
• Accurately record and maintain all IT requests, incidents, and support activities within the designated ticketing system.
• Create and maintain application documentation, process workflows, technical notes, and user/support manuals, ensuring updates with system changes.
• Contribute technical documentation and specifications for planning, implementation, enhancement, or upgrade of IT applications and systems.
• Collaborate with other IT team members to ensure technical knowledge is documented and accessible for effective service delivery.

Governance and Continuous Improvement

• Adhere to all relevant company and IT policies, procedures, processes, work instructions, and service standards.
• Contribute to identifying opportunities for continuous improvement in IT support processes and practices to enhance service quality, efficiency, user experience, and operational effectiveness.
• Support a high-performance working environment and consistently demonstrate HungerStation’s values.

Internal and External Relationships

This role involves close collaboration with various internal stakeholders across HungerStation, including employees, IT Operations, Technology teams, software and application teams, and other relevant departments. The position may also require communication with external partners, vendors, and service providers to facilitate the resolution of IT application and system-related issues.