IT Service Delivery Specialist

Date: Jul 10, 2024

Location: Chadstone, VIC, AU, 3148

Company: The Body Shop International Limited

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. 

 

The Body Shop is committed to generating positive economic, social and environmental impact. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up. 

Your role in a nutshell

Purpose of role:

 

  • To work as part of the Zone IT team providing support for the ANZ region business IT requirements across all technical platforms (IT and EPOS) including corporate users, remote workers, stores, franchisees and warehouses.
  • To propose, communicate and train different approaches to using IT and EPOS to meet business requirements in each market that adopts the solution.
  • To effectively manage and improve the service delivery performance ensuring all incidents, requests, etc. are promptly assigned and resolved according to the SLA.
  • To be the specialist technical support for all IT and EPOS systems.
  • To be the specialist technical escalation point for all IT and EPOS related issues.
  • To oversee live IT and EPOS environments, ensuring that appropriate monitoring and support activities are implemented.
  • To collaborate closely with peer International IT and other zone EPOS members for all incidents, change requests, escalation, etc., and ensures that a single model is maintained to reduce costs of development and support.
  • To assist ANZ IT Business Partner to manage vendors, contracts, SLA and PO management.

More about the role

Purpose of role:

 

  • To work as part of the Zone IT team providing support for the ANZ region business IT requirements across all technical platforms (IT and EPOS) including corporate users, remote workers, stores, franchisees and warehouses.
  • To propose, communicate and train different approaches to using IT and EPOS to meet business requirements in each market that adopts the solution.
  • To effectively manage and improve the service delivery performance ensuring all incidents, requests, etc. are promptly assigned and resolved according to the SLA.
  • To be the specialist technical support for all IT and EPOS systems.
  • To be the specialist technical escalation point for all IT and EPOS related issues.
  • To oversee live IT and EPOS environments, ensuring that appropriate monitoring and support activities are implemented.
  • To collaborate closely with peer International IT and other zone EPOS members for all incidents, change requests, escalation, etc., and ensures that a single model is maintained to reduce costs of development and support.
  • To assist ANZ IT Business Partner to manage vendors, contracts, SLA and PO management.

What we look for

Experience:

 

  • 3 years’ experience providing EPOS, desktop and service desk support in a corporate and store environment
  • Strong customer service focus.
  • Excellent communication skills with strong ability to interact with all levels of customers.
  • Good phone etiquettes and customer service soft skills.
  • Knowledge of LAN / WAN technologies.
  • A strong understanding of troubleshooting techniques.
  • Experience working in Cisco networking environment, Microsoft and related technologies, EPOS application and SQL.

 

Qualifications:

  • Diploma in Computer studies or equivalent.

 

Competencies required:

 

  • Fluency in English
  • PC literate – Applying level.
  • EPOS till literate – Applying level.
  • Provide accuracy of checks, quality of work and attention to detail.
  • Understanding of and working with PC technologies, peripherals and networks.
  • Understanding of and experience of working with EPOS systems.
  • Understanding of and experience of working with SQL & .Net.
  • Understanding of Microsoft Office applications.
  • Excellent customer service skills.
  • Highly motivating and positive growth mindsets

 

What's on offer:

  • $85,000 base salary + super
  • Employee discount
  • Hybrid working: 2-3 days working from our HQ office at Chadstone Shopping Centre, remaining days WFH

Talent Drivers

Leadership
Personal Conduct
Purpose
Collaborative Skills
Commerciality


Job Segment: Service Desk, Customer Service