IT Service Delivery Specialist

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, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. 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

• 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

Key Job Accountabilities:

• Provide customers with a first point of contact for all incidents, queries and requests.
• Log calls as per procedures, and where possible provide immediate response for resolution.
• Assign calls to 2nd/3rd line support teams as per procedures.
• To ensure compliance to policies and standards for operational use of IT and EPOS.
• To address operational issues with IT and EPOS-related suppliers.
• Maintain relationships with other areas in the business with concern to operational issues.
• To be the “gatekeeper” for the APAC IT and EPOS systems environment.
• Liaise with 3rd party suppliers as per procedures.
• Provide both technical and business support for APAC Stores, including out of office hours support and escalation where required, ensuring that service calls for second and third line of support are correctly prioritized and resolved, whilst actively keeping the internal customer regularly informed.
• To follow procedures, assist in updates and adopt changes.
• Become technical champion and service specialist for bespoke applications and services as and when required.
• Understand Customer's needs and provide excellent customer service.
• Responsible for maintaining the ethical standards of the Company including minimising the environmental, health and safety risks in the workplace and responsible for reporting potential risks, real accidents and near misses to relevant managers.
• Champions, supports and participates in the Company’s Values and Campaigns.
• Support to achieve the Company social and environmental mission-related responsibilities or expectations

Working Relationships & Interfaces (where applicable):

• Maintain key relationships with other associated areas in the Business and APAC / Global IT teams e.g. Infra Network, Desktop, Server, SAP, EPOS, etc.
• Carry out other tasks as instructed by the International / APAC Management team and his deputies.
• All IT Vendors e.g. Global Service Desk, country IT vendors, etc.

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

Talent Drivers