IT Helpdesk Technician

About Us

Rodd & Gunn is a premium New Zealand retail brand that operates in six countries worldwide, with stores, concessions, and e-commerce channels. We also have five Lodge Bar restaurants in Australia and New Zealand. We have offices in Auckland, Melbourne, and New York, as well as warehouse facilities in Melbourne and Auckland, and we use third-party logistics (3PL) warehouses in North America, Canada, the UK, and the Netherlands.

About the Role

As part of the Rodd & Gunn IT department, the IT Helpdesk Specialist will be responsible for providing technical support to our global network. Based in our Melbourne head office, you will be part of a team of three that provides store and office support across six countries. Reporting to the GM Information Systems, your main responsibility will be to ensure that our stores, warehouses, and supporting systems and integration services are operating smoothly.

Responsibilities

• Receive and prioritize requests for IT services, and log incidents and maintain relevant records.

• Interpret user problems and provide solutions.

• Escalate complex or unresolved incidents where required.

• Ensure that our stores, warehouses, and supporting systems and integration services are operating as expected.

• Collaborate with other IT team members to resolve issues.

• Participate in testing and deployment of new systems and services.

• Provide training and support to users as required.

• Maintain accurate and up-to-date documentation of IT systems and procedures.

Requirements

• At least two years of experience in a similar IT helpdesk role, preferably in a retail or e-commerce environment.

• Excellent customer service skills, with the ability to communicate technical information to non-technical users.

• Solid understanding of IT systems and services, including networking, hardware, and software.

• Experience with incident management tools and processes.

• Strong problem-solving skills, with the ability to work under pressure and manage multiple priorities.

• Excellent attention to detail and strong documentation skills.

• Strong team player with excellent communication and interpersonal skills.