Tech Services Helpdesk Agent – Hybrid (Sydney)

About the role

The Tech Services Helpdesk Agent will be the first point of contact for all technology‑related queries across Lush’s shops, offices and remote locations in Australia and New Zealand. Working from the Villawood office Wednesday‑Friday and remotely on weekends, you will deliver friendly, timely support while helping to onboard new platforms and train users.

Key responsibilities

• Monitor the Tech Services Help Desk, triage, action or assign tickets efficiently.
• Provide responsive support via calls and inquiries, logging all interactions accurately.
• Diagnose and resolve technical issues, offering step‑by‑step guidance or escalating complex cases.
• Support onboarding and adoption of new technologies through training and guidance.
• Maintain deep knowledge of the global and local tech stack to inform troubleshooting.
• Own the ticket lifecycle, ensuring categorisation, prioritisation and resolution within SLAs.
• Offer proactive best‑practice advice to minimise recurring issues.
• Identify patterns in incidents and collaborate with management to develop long‑term solutions.

Required profile

• Availability to work weekends remotely.
• In‑person coverage required at the Villawood office Wednesday‑Friday.
• Fixed‑term contract for 6 months, full‑time.

Required skills