We're looking for an experienced Senior Helpdesk Analyst (Level 2–3) to join our team. This is an exciting opportunity for a proactive, customer-focused IT professional who enjoys solving complex technical problems, improving business systems, and making a real impact across a rapid-paced retail environment.

As the senior escalation point for technical support, you'll provide Level 2–3 support while taking ownership of key business systems, infrastructure, technology projects, and continuous improvement initiatives. You'll work closely with our retail stores, warehouse, and head office teams to ensure our technology is reliable, secure, and supports exceptional customer experiences.

What You'll Do

- Provide Level 2–3 technical support across hardware, software, networking, Microsoft 365, and business applications.
- Act as the primary escalation point for complex incidents and service requests.
- Support, maintain, and continuously improve the Apparel21 ERP system and associated business applications.
- Assist with integrations between business systems and identify opportunities for automation and process improvement.
- Administer Microsoft 365, Active Directory, Azure/Entra ID, Intune, cloud services, servers, and end-user devices.
- Monitor system performance and coordinate upgrades, maintenance, testing, and technology deployments.
- Manage hardware procurement, asset lifecycle management, and technology rollouts across retail stores, warehouses, and head office.
- Develop and maintain technical documentation, procedures, and user guides.
- Deliver user training and technical support to maximise system adoption.
- Work closely with vendors and technology partners to ensure high-quality service delivery.
- Support cybersecurity initiatives, backups, disaster recovery, and business continuity planning.
- Ensure business-critical retail systems remain stable and available, particularly during peak trading periods.

About You





You'll be a motivated IT qualified with strong technical expertise and excellent problem-solving skills. You enjoy working independently while collaborating with stakeholders across the business and are passionate about delivering outstanding customer service.

You'll also have:

- At least 3 years' experience in IT Support, Helpdesk, Systems Support, or a similar technical role.
- Strong troubleshooting skills across infrastructure, networking, end-user computing, and business systems.
- Experience supporting Microsoft 365, Windows, Active Directory, Azure/Entra ID, Intune, and endpoint management.
- Experience supporting ERP and/or POS systems, ideally within a retail environment.
- Exposure to networking, server administration, cloud technologies, and IT service management.
- Experience working with third-party vendors and managed service providers.
- Strong communication and stakeholder management skills.
- The ability to manage competing priorities in a fast‑paced environment.
- Experience contributing to technology projects and business process improvements.
- A proactive, customer‑first mindset with a commitment to continuous improvement.
- Experience with Apparel21 ERP.
- Experience in retail or multi‑site environments.

About us

Billini is one of Australia's leading and fastest growing brands of women’s trend driven, fashion footwear and accessories at affordable price points. Banbe Eyewear is a new sister brand setting a high for fashion eyewear across the globe. Our stylish designs, value for money proposition and talented team have set the stage for our continued success and growth. Collectively our brands have grown to more than 1,000 global stockists as well as our own 43 retail stores located in Australia and powerful online stores: billini.com and banbeeyewear.com.

When you join Billini, you become part of an inclusive team that focuses on passion, collaboration, progression and respect.

If you're ready to take the next step in your IT career and enjoy working in a dynamic retail environment where no two days are the same, we'd love to hear from you.

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📌 IT Help Desk Analyst (Inner West Council)
🏢 Billini
📍 Inner West Council