Level 2 Service Desk Support Specialist

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

Key Competencies , Skills Qualifications & Experience

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 is 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 team work and the ability to work un-supervised
• 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

Key Result Area and Key Responsibilities

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 withing 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

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

C. Project tasks

Assist with project tasks including:

• New store openings
• Store closures
• Software version testing and deployments

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.