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.