- Salary
- A$60k – A$65k/yr
- Location
- Villawood - Hybrid
- Workplace
- Hybrid
- Type
- Internship
- Department
- IT
- Seniority
- Internship
- Education
- Master
- Source
- Pinpoint
Description
Tech Services Helpdesk Agent (INTERNAL ONLY)
Application Deadline: 19 July 2026
Department: Tech Services
Employment Type: Fixed Term - Full Time
Location: Villawood - Hybrid
Compensation: $60,000 - $65,000 / year
Description
IMPORTNANT NOTES:
- THIS POSITION IS BASED IN SYDNEY AUSTRALIA AND REQUIRES WEEKEND AVAILABILITY
- THIS IS A FIXED TERM CONTRACT POSITION FOR 6 MONTHS
Who We Are:
You might know us as the inventors of the bath bomb, but there’s more to this great-smelling, partly employee-owned, family-run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good.
We put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what’s inside that counts - whether that’s an ingredient in a product, or the minerals in a smartphone.
Diversity Matters:
We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future.
We see you, we celebrate you, we want you!
Key Info:
Job title: Helpdesk Agent, Tech Services
Role type: Full Time (weekend coverage required)
Location: Hybrid/Villawood, NSW
Ideal starting date: As soon as possible
About the Role:
The Tech Services team at Lush plays a crucial role in empowering our teams through technology. As the first point of contact for all tech-related issues and inquiries, you will provide timely, friendly, and knowledgeable support to teams in shops, offices, and remote locations across Australia and Aotearoa (New Zealand).
Beyond troubleshooting, you will be key in onboarding new platforms, delivering training, and offering ongoing support. Your work will ensure that technical assistance, coaching, and problem-solving align seamlessly with our broader technology strategy.
Please note that in-person coverage is required at our Villawood office Wednesday-Friday and remotely on weekends
Key Responsibilities
Key Responsibilities:
- Monitor the Tech Services Help Desk, triaging, actioning, or assigning tickets efficiently while ensuring alignment with workstreams.
- Deliver responsive support by promptly addressing calls and inquiries, ensuring all interactions are logged accurately
- Diagnose and resolve technical issues by identifying root causes and applying effective solutions. Where needed, provide clear step-by-step guidance or escalate complex issues with a comprehensive diagnosis.
- Support onboarding and adoption of new technologies, providing training and guidance to enhance digital fluency across the business.
- Maintain deep knowledge of our global and local tech stack, ensuring effective troubleshooting and informed decision-making.
- Own the Help Desk ticket lifecycle, ensuring all requests are categorised, prioritised, and resolved within agreed service level agreements (SLAs).
- Empower users with best practices by offering proactive guidance, usage instructions, and preventive measures to minimise recurring issues.
- Identify patterns in recurring incidents and collaborate with management and technical teams to develop long-term solutions.
- Continuously optimise help desk processes, recommending improvements, automation opportunities, and enhanced tooling to boost efficiency and CX
- Monitor and report key Help Desk metrics to drive performance improvements and enhance service quality.
Skills, Knowledge and Expertise
Skills and Experience:
- Excellent communication skills, both written and verbal. Practices active and compassionate listening
- Proactive and creative problem solving skills
- Solid understanding and awareness of modern office platforms and tech requirements
- Can understand and learn custom platforms and tooling
- Can effortlessly multitask and prioritise work calmly and professionally
- Can self motivate, show initiative and resilience
- Excellent organisational and Time Management skills, adapt at using all tools and platforms for optimum efficiency
- Is conscious of data privacy and best practices
- Able to give and receive feedback constructively and with an open mind, and turn it into action
Our Perfect Match is:
- Experienced in Google Workspace
- Experienced working in either Retail or Manufacturing vertical
- Friendly, kind, and approachable
- Able to work from our Villawood office 3 days a week
About LUSH Digital:
The Tech Services team is a part of our global LUSH Digital network. You can find out more about LUSH Digital here.
Benefits
- 50% discount on Lush products
- Profit-based bonus
- Paid day off for your birthday
- Employee assistance programme
Skills
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