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 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

Reporting to the IT Business Partner, this role will be responsible for providing technical support and maintenance for retail stores and corporate offices within Asia region. This role involves troubleshooting hardware and software issues, managing IT assets, and ensuring seamless IT operations across multiple store and office locations.

This role also involves managing service requests, resolving incidents, maintaining service level agreements (SLAs), and providing technical support to end-users. The specialist will work closely with other IT teams, business units, and external vendors to deliver high-quality IT services and drive continuous improvement.

More about the role

Technical Support
Provide on-site and/or remote technical support to end-users;

• at stores when escalated at times outside office hours where 1st level support unable to resolve
• and at offices during office hours

Incident Management
Respond to and resolve IT incidents and service requests within established SLAs. Maintain accurate records of incidents and their resolutions.

System Maintenance
Perform regular maintenance on IT systems and networks to ensure optimal performance during planned schedule that at times outside office hours to avoid business disruption. This includes updates, backups, and preventive measures.

User Training
Conduct training sessions for end-users on IT systems, applications, and best practices. Create and maintain user documentation.

Asset Management
Track and manage IT assets, including hardware and software inventory for stores and offices. Ensure that all IT equipment is accounted for, maintained and forecast to purchase when low in stock.

Security Compliance
Implement and enforce IT security policies and procedures. Assist in maintaining compliance with relevant regulations and standards.

Documentation
Maintain comprehensive documentation of IT systems, processes, and procedures. Ensure that documentation is up-to-date and accessible.

Vendor Coordination
Work with external vendors to resolve technical issues and procure IT equipment. Manage vendor relationships, contracts, purchase orders and goods receipts.

Working Relationships & Interfaces (where applicable):

• Maintain key relationships with other associated areas in the Business and Asia / Global IT teams e.g. Infra Network, Desktop, Server, ERP, EPOS, etc.
• Carry out other tasks as instructed by the Asia Management team and their deputies.
• All IT Vendors e.g. 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 Science or equivalent is preferred.
• ITIL Foundation Certification or equivalent is preferred.

Competencies required:

• Fluency in English (Mandarin, Japanese, and/or Cantonese are added advantage).
• 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 and Microsoft 365.
• Excellent customer service skills.
• Highly motivating and growth mindsets.