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 Part-Time opportunity to join our support team in the role of ICT Support Specialist - Level 1 at our Brighton Support Office, VIC. This is a Part Time role - 3 days per week. Who Are We? Retail Prodigy Group are the master retail franchise partner for NIKE Stores across Australia and New Zealand and the Retail Operations Partner for Samsung Stores across Australia and Direct to Consumer Online Retail Partner for Mattel in Australia and New Zealand. With an extensive portfolio of Retail 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 and SamsungCompetitive Remuneration PackageRecognition of performance and contribution with Monthly MVP awardsAnnual RPG Conference for Store Managers and our Support teamEmployee wellness program and access to EAP supportAn opportunity to work with a team and business that has very well defined Purpose, Blueprint and Values.Continuous growth and development opportunitiesA rewarding career with a business committed to stay focused on team cultureKey Responsibilities Service (Support)Monitoring and responding to active/stale ticketsMaintain an average of 95% + SLA for I.T DepartmentOn-Call service (Rostered, every 2 – 3 weeks)Maintaining VOIP, VPN, User Account / Hardware ProvisioningMaintaining Point of Sale, App Procurement and DeploymentAnalyse and propose service/incident remediation from Service Desk dataMonthly Service Reports with Departmental follow ups on ServiceOperations (Reactive and Proactive tasks)Technician prioritisation for daily, weekly, and monthly tasksContribution and leading weekly ticket WIPs (Work-in-progress)Cross functional relationship and I.T investigationsManaging Personal ICT Planner tasks and aligning with ICT Business StrategySupport Business with store openings/closures and refurbishmentsUsing technical awareness to build efficiencies and innovation from daily support tasks.Asset Management (Hardware / Apps)Building and Maintenance of Asset management spreadsheets/platformsManaging and assisting in software/hardware renewalsManaging equipment lifecycle plans and orchestrating business solutions from trends of hardware failuresBuild sound knowledge of Hardware Specifications to allocate the right hardware for end usersTo be successful in this role we require: Preferably 6-12 months experience in IT Support and Customer serviceSome experience with ERP support and application supportAdministration experience of Office 365Strong task planning, prioritisation skills and time managementVery clear communication skills (ability to bridge non-technical with technical users)Ability to identify system process improvements and root cause discoveriesAnalytical abilities – dashboarding and reportingAbility to handle critical/stressful situationsAbility to challenge the status quoWorks collaboratively as a team player and lead the teamExperience with User and Hardware provisioningAbility to present reports and statistics to large audiencesAbility to drive, have access to a car and hold an Australian licenseOn-Call SupportWe CARE, we COACH, we have ENERGY, we are ACCOUNTABLE and we INNOVATE! Residency Note: To be eligible to apply for this role, you must be an Australian or NZ citizen or have an appropriate visa to apply.
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