IT Service Delivery Specialist

Blackmores (www.blackmores.com.au) is Australia’s No.1 vitamin and dietary supplements brand with a legacy of over 90 years and is a publicly listed company employing 1250 people in 11 markets across Asia-Pacific. Headquartered in Australia, Blackmores has its international headquarter in Singapore, a health Innovation Centre in Shanghai, and a state-of-the-art manufacturing facility in Australia.

As a purpose-led, performance-driven organisation, Blackmores Group strives to create remarkable employee experiences through supporting a diverse and inclusive culture, creating leadership that inspires high performance, and providing everyone with opportunities to achieve their professional, personal and wellbeing goals supported by our flexible work practices and family friendly policies

Purpose of role:

The role is responsible to provide IT Service Desk operations and desktop support. Acts as the IT Service Delivery contact point, receiving and handling requests for support. Responds to a broad range of service requests by providing information to fulfill requests or enable resolution.

Responsibilities include:

• To provide IT Service Desk operations and desktop support. This role concerns first- and Second-line support through responding to incoming ticket & calls by handling the resulting incidents or service requests (combined with Request Fulfilment)
• To drive the level of service that is provided by the IT department to the business.
• Acts as the IT Service Delivery contact point, receiving and handling requests for support. Responds to a broad range of service requests by providing information to fulfill requests or enable resolution.
• For every incoming Incident or Request, each IT Service Desk team member must identify, register, categorise then investigate & diagnose to completion and/or forward on to responsible service owners and seek resolution where required.
• Ownership of all incidents and requests, including interactions with other resolver groups
• Troubleshooting any software, hardware, network, phone, print or telecommunication issues that may arise for in-office and all remote staff
• Handling on-boarding related tasks, including equipment provisioning, account provisioning and new hire education
• Enforcement of IT policies (security, email, accounts, passwords, compliance, etc)
• Writing and updating IT documentation and media content
• Assist in long term IT projects as necessary

Who are you?

• Bachelor's degree in computer science, information technology or a related field
• Min of 3 years’ experience in an IT ServiceDesk/Support role is preferred.
• SaaS ServiceNow experience is desirable.
• ITIL accreditation and/or experience is desirable.
• Experience providing desktop support for Windows
• Office365 support experience
• iOS support experience is desirable.
• Experience managing and configuring common office equipment
• Microsoft Intune experience is desirable.
• Experience working and coordinating with a distributed team and adept at working in an interrupt-driven environment
• Good communication skills and experience is supporting the regional office

Agencies please note: this recruitment assignment is being managed directly by Blackmores Talent Acquisition team. We will reach out to our preferred agency partners if required. Your respect for this process is appreciated.