IT Support Engineer/Analyst

• Ensure Lovisa Stores, Support Centres and Distribution Centres are receiving a high standard of IT support in accordance with Global IT policies.
• Deliver prompt Level 2 support services to Stores (remote, however physical visits are required at times), Support Centres and Warehouses.

• Maintain integrity, stability and operation of all hardware, server/network infrastructure, PC’s and peripherals.
• Assist with the setup of new stores from a technical perspective.
• Identify and manage IT security concerns.
• Assist with providing user training in the use of Lovisa IT solutions.
• Liaise with IT equipment and software suppliers to ensure Lovisa is treated with priority regarding Requests, Incidents, Problems and pricing.
• Procure IT Hardware and Software within defined IT policies.
• Work with Level 3 teams (Infrastructure, Data, Applications) to ensure effective support and escalation management.
• Work with the Level 1 – Global Service Desk to ensure effective ticket management and ongoing development of Knowledge Articles.
• Manage on-/off-boarding of all regional team members including their equipment and IT access requirements.
• Ensure accurate and complete registers of the location of all hardware and software.
• Assist other IT teams in resolving incidents occurring throughout the world.
• Contribute towards the continuous improvement of all IT services.
• Provide occasional Level 1 service support as operational needs arise (eg. during peak periods).
• Be part of a rotating 7-day support roster. Standard hours fall between 8 am-5 pm.
• Occasionally work outside normal business hours to support the above.
• Perform other duties and special projects (within an individual’s skill and competency level) as required.
• Be available to assist with Priority 1 incidents as required.

• Tertiary qualification (or relevant experience to match) in Information Technology or related discipline.
• Minimum of 2 years experience in a similar role.
• Awareness or certification in ITIL Foundations, and a good understanding of IT Service Management concepts.
• Experience with Microsoft and Cisco administration tools.
• Good written and verbal communication skills.
• Technical problem-solving skills.
• Demonstrates customer service skills and an ability to work with teams of varying levels.
• Proactive and can-do attitude.
• (Desirable) Experience with Point-of-Sale (POS) systems in retail operations.
• (Desirable) Practical experience with Mobile Device Management (MDM) tools.
• (Desirable) Experience working in Projects.

• Ensure punctuality, quality and accuracy of all Tickets in our Service Management tool.
• Ensure reports are submitted in a timely manner to meet required deadlines.
• Ensure adherence to company policies and procedures, while continually keeping abreast of changes as they occur.
• Ensure annual leave does not impact key retail trading periods for Lovisa.

• Contribute positively and energetically to operational priorities, group meetings and company events.
• Provide an example for others to follow.
• Participate in projects to improve the operation of the division/company.
• Have a positive, can-do attitude, whilst listening, challenging and directing.
• Coachable in all aspects, flexible and proactive in style.

• Support call response and resolution times.
• Deployment times.
• Escalation avoidance.
• Ownership of issues/incidents/requests.
• Ticket management.
• Customer feedback.

• Organisational understanding.
• Flexibility.
• Teamwork.
• Customer service.
• Negotiation.
• Initiative.
• Attention to detail.
• Problem-solving ability.
• Open and honest communication.

Lovisa