Job Description

Job Title: Service Desk Analyst (x3)

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Location

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Eastern Suburbs | Hybrid/On-site

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Employment Type

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Full-Time

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About the Role

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We are seeking three motivated and customer-focused Service Desk Analysts to join our IT Service Delivery team, supporting a large enterprise retail setting. As the first point of contact for IT support, you will play a critical role in ensuring our stores, support centres, and corporate users receive timely and effective technical assistance.

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This role is ideal for someone who thrives in a quick-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer service while maintaining high service standards.

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Key Responsibilities

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- Provide Level 1 and Level 1.5 technical support via phone, email, chat, and service management tools.
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- Log, categorise, prioritise, and manage incidents and service requests in accordance with ITIL best practices.
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- Troubleshoot hardware, software, network, and application issues across retail stores and corporate environments.
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- Support Microsoft Windows, Microsoft 365, Active Directory, Exchange Online, Teams, VPN, printers, mobile devices, and standard business applications.
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- Perform password resets, account provisioning, and user administration.
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- Escalate unresolved issues to Level 2 or specialist support teams with appropriate documentation.
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- Monitor ticket queues to ensure SLA compliance and timely resolution.
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- Maintain accurate knowledge base articles and technical documentation.
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- Assist with onboarding, offboarding,



and equipment provisioning.
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- Support retail technology including POS systems, payment devices, handheld scanners, and store infrastructure where applicable.
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- Participate in after-hours support and rostered shifts as required.
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Skills & Experience

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Essential

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- 1 - 2 years' experience in an IT Service Desk or Help Desk environment.
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- Strong troubleshooting and diagnostic skills.
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- Experience supporting Microsoft Windows 10/11.
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- Experience with Microsoft 365 and Azure Active Directory/Entra ID.
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- Knowledge of Active Directory user and group administration.
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- Experience using ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or ManageEngine.
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- Excellent verbal and written communication skills.
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- Strong customer service focus with the ability to communicate technical concepts to non-technical users.
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- Ability to prioritise workload and manage multiple incidents simultaneously.
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- Experience working within SLA-driven environments.
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Desirable

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- Experience supporting enterprise retail environments.
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- Knowledge of POS systems and retail technology.
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- Familiarity with Intune, Autopilot, SCCM,



or endpoint management solutions.
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- Basic networking knowledge (DNS, DHCP, TCP/IP, Wi-Fi).
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- Exposure to Azure, MFA, Conditional Access, and identity management.
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- ITIL Foundation certification.
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- CompTIA A+, Network+, or Microsoft certifications.
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What You'll Bring

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- A proactive, positive attitude and a genuine passion for customer service.
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- Strong analytical and problem-solving skills.
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- Ability to remain calm under pressure during major incidents.
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- Excellent attention to detail.
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- A collaborative approach and willingness to learn.
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- Professionalism and accountability in every interaction.
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What We Offer

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- Opportunity to work for a leading enterprise retail organisation.
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- Modern technology environment.
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- Ongoing training and career development.
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- Supportive and collaborative team culture.
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- Access to industry-leading tools and technologies.
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- Employee benefits and wellbeing initiatives.
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- Competitive salary package.
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Why Join Us?

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You'll become part of a high-performing IT team that supports thousands of users across stores, distribution centres, and corporate offices. Every day brings new challenges and opportunities to develop your technical skills while making a real impact on business operations.

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If you're passionate about technology, customer service, and delivering outstanding support in a dynamic enterprise retail environment, we'd love to hear from you.

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📌 Service Desk Analysts (Victoria)
🏢 seek.com.au
📍 Victoria