Ict Support Specialist

3 days ago

Melbourne, Victoria, Australia Retail Prodigy Group Full time

Our goal is to be Distinctive, Authentic and Connected in everything we do and to create the Ultimate Customer Experience with everyone we meet_

Due to the continuous success and growth of our team, we have an exciting Full-Time opportunity to join our support team in the role of **ICT Support Specialist - Level 1 **at our **Brighton Support Office, VIC.**

**Who Are We?**

Retail Prodigy Group currently holds the master retail franchise for **Nike** stores across Australia and New Zealand and is the Lead Retail Operations Partner for the **Samsung **Experience Stores across Australia.

With a current portfolio of 50 stores we are a team of talented and passionate retailers, committed to setting a new benchmark in retail.

**What's in it for you?**
- Generous Staff discounts for you and your family on all RPG retail brands including Nike, Samsung, and TOMS
- Competitive Remuneration Package
- A paid day off for you to celebrate your Birthday
- Recognition of performance and contribution with Monthly MVP awards
- Annual RPG Conference for Store Managers and our Support team
- Employee wellness program and access to EAP support
- An opportunity to work with a team and business that has very well defined Purpose, Blueprint and Values.
- Continuous growth and development opportunities
- A rewarding career with a business committed to stay focused on team culture

**Key Responsibilities**
- Service (Support)
- Monitoring and responding to active/stale tickets
- Maintain an average of 95% + SLA for I.T Department
- On-Call service (Rostered, every 2 - 3 weeks)
- Maintaining VOIP, VPN, User Account / Hardware Provisioning
- Maintaining Point of Sale, App Procurement and Deployment
- Analyse and proposal service/incident remediation from Service Desk data
- Monthly Service Reports with Departmental follow ups on Service
- Operations (Reactive and Proactive tasks)
- Technician prioritisation for daily, weekly, and monthly
- Contribution and leading weekly ticket WIPs (Work-in-progress)
- Cross functional relationship and I.T investigations
- Managing Personal ICT Planner tasks and aligning with ICT Business Strategy
- Support Business with store openings/closures and refurbishments
- Using technical awareness to build efficiencies and innovation from daily support tasks.
- Asset Management (Hardware / Apps)
- Building and Maintenance of Asset management spreadsheets/platforms
- Managing and assisting in software/hardware renewals
- Managing equipment lifecycle plans and orchestrate business solutions from trends of hardware failures
- Build Sound knowledge of Hardware Specifications to Allocate Right Hardware for End User

**To be successful in this role we require**:

- Preferably 6-12 months experience in IT Support and Customer service
- Administration experience of Office 365
- Strong task planning, prioritisation skills and time management
- Very clear communication skills (ability to bridge non-technical with technical users)
- Ability to identify system process improvements and root cause discoveries
- Analytical abilities - dashboarding and reporting
- Ability to handle critical/stressful situation
- Ability to challenge the status quo
- Works collaboratively as a team player and lead the team
- Experience with User and Hardware provisioning
- Ability to present reports and statistics to large audiences
- Ability to drive, have access to a car and hold an Australian license
- On-Call Support
- We CARE, we COACH, we have ENERGY, we are ACCOUNTABLE and we INNOVATE_

For more opportunities within our stores visit:

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