Level 2 Service Desk Support Specialist

Overview

Primary Purpose of Role

The Service Desk Support Specialist is responsible for:

Provide Level 1 & 2 IT store support to stores including NewStore POS and all associated systems. Work with the infrastructure team to provide level 1 & 2 desktop support to the Satellite Office, MHUB and the warehouse. Provide general operational support to stores and the business. Assist in working on small projects. Testing and deploying software and hardware updates.

Note: The following sections outline competencies, skills, and experience; this content has been preserved and reformatted for clarity while retaining original meaning.

Competencies & Skills

• Excellent interpersonal and communication skills, with the ability to communicate to both non-technical and highly technical audiences verbal or written
• Technical troubleshooting skills
• Calm and patient and able to perform well under pressure
• Troubleshooting various printers including Zebra Label printers and A4 Printers
• Monitoring systems and raising a problem ticket if there is a wide systems problem
• Writing up comms to inform key stakeholders of a problem affecting the business and stores
• Effective time management and teamwork and the ability to work unsupervised
• Excellent documentation skills, in writing functional/technical specification and user requirements
• Proactively takes the initiative
• Has a sense of urgency with the execution of business processes
• Generates and evaluates alternative solutions
• Acts with integrity, is transparent, approachable and consistent in own behaviour
• Actively listens to and seeks to understand the customer needs
• Pursues continuous learning and self- development
• Demonstrates behaviours that build a constructive culture
• Manages open, reciprocal professional relationships by treating all individuals with respect to achieve business success

Education/Qualifications/Memberships

• Minimum 2 years commercial experience in an IT Helpdesk Support environment, desktop/PC information technology user services function. Tertiary qualification in Information Technology ITIL (optional)

Preferred Experience

• Experience working in a call centre or desktop support role
• Experience with the following technologies: Windows 11 Office365 including Outlook Windows Active Directory
• Experience working within a ticketing system (FreshService) and a focus on meeting SLAs
• Knowledge in Configuring & Troubleshooting networks
• Configuration and installation of PC's, printers and other equipment
• Understanding of hardware and software architecture
• Printer support including Zebra and Brother printers

1. A. IT Store Support
   • Providing phone and desk based technical support to our internal customers with occasional travel to stores
   • Build relationships with users to promote the work of the team and ensure that the desktop/PC Support team`s roles and responsibilities are understood
   • Assist stores with operational queries
   • Assist with other areas of the business such as App support and Property team
   • Work on weekends and public holidays on a rostered basis
   • Work within a rostered week which includes early morning shift and late shift
   • Provide excellent customer service experience, ensuring that any solutions provided are communicated openly and transparently
   • Send comms to key stakeholders if there is a systems issue affecting the business
   • Will require some lifting of hardware
   • Organising hardware replacements
2. B. Satellite Office, MHUB & Treadshed IT support
   • Provide level 1 & 2 IT support for Satellite Office users
   • Assist with onboarding and offboarding team members
   • Decommission old hardware
   • Image and configure new laptops and PCs
   • Work with external vendors to log repairs
   • Manage and maintain hardware assets using ITGlue
   • Will require some lifting of hardware
3. C. Project tasks
   • Assist with project tasks including:
   • New store openings
   • Store closures
   • Software version testing and deployments
4. D. Training/Documentation
   • Maintain all documents and keep them updated
   • Provide technical guidance (training) and support to other Desktop/PC Support staff and store staff
   • Software installations, helpdesk enquiries, network support
   • Ensure good documentation, in writing functional/technical specification and end user requirements.