About Us:

ALOIS is a trusted staffing partner across Australia & NZ, managing 250+ consultants and supporting several major multinational clients. Our 75,000+ solid IT talent network and fast delivery model enable us to meet hiring needs with precision and efficiency.

From Sydney to Perth and everywhere in between, we’re driven by one purpose: to empower Australian businesses and professionals to thrive in a rapidly changing world of work. At ALOIS Australia, every challenge is an opportunity to innovate, and every partnership is built on trust, transparency, and long-term success.

TP is required for minimum 3 months and they are expected to work daily but not for the full day, may be 4-5 hours per day.

1. Inbound Voice Support and Incident Management

- Answer incoming support calls promptly and professionally, maintaining a calm, helpful, and customer-focused approach.
- Actively listen to users to accurately capture symptoms, business impact, urgency, affected location, affected device, and user contact details.
- Log all interactions accurately in the ITSM tool, such as ServiceNow or Jira, including call notes, troubleshooting performed, categorisation, priority, assignment group, and next actions.
- Identify high-impact retail incidents quickly, including store trading issues, POS outages, payment device issues, store network impact, printer/scanner failures, VPN/connectivity issues, and access problems.
- Apply priority and escalation criteria based on store impact, number of users affected, business criticality, and SLA requirements.

2. L1.5 Technical Troubleshooting and Resolution

- Provide L1 and L1.5 troubleshooting for Windows 10/11, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, VPN, Citrix/VDI access, and enterprise applications.
- Perform Active Directory and Azure AD support activities such as password reset, account unlock, group membership validation, MFA checks, and user access verification as per approved procedures.
- Troubleshoot store technology issues including POS terminals, handheld devices, printers, scanners, registers, EFTPOS/payment peripherals, docking stations, monitors, and basic cabling/connectivity checks.
- Support store operations by guiding users through standard checks, reboot sequences, service validations, device mapping, printer queue checks, basic network checks, and knowledge article driven fixes.
- Use knowledge base articles, SOPs, scripts,



and known error records to maximise first contact resolution and reduce avoidable escalations.
- Recognise patterns across calls and raise potential major incident signals where multiple Supermarkets, applications, or infrastructure components appear impacted.

3. Retail Store Support and Operations Awareness

- Understand the operational sensitivity of retail store incidents.
- Provide clear, step-by-step guidance to store team members who may have limited technical experience and may be under time pressure during peak trading periods.
- Differentiate between single-user, single-device, single-store, multi-store, and enterprise-impacting incidents to support accurate triage and escalation.
- Capture the relevant details and work closely with resolver groups supporting store infrastructure, applications, network, telephony, endpoint, identity, and field services teams.
- Support shift handover by highlighting open store-impacting issues, aged incidents, repeated call drivers, and any priority events requiring follow-up.

4. Ticket Escalation and Lifecycle Management

- Escalate complex or unresolved issues to Tier 2/3, engineering, field services, application support, network, endpoint, or specialised resolver teams with a complete warm handoff.
- Maintain ownership of user communication even after escalation by providing timely updates according to SLA and operational procedures.
- Monitor assigned queues, follow up on pending tickets, chase missing information, and ensure tickets are updated with accurate status and resolution notes.
- Contribute to effective incident lifecycle management by ensuring incidents are not left unactioned, duplicated, misrouted, or missing critical information.

5. Communication, Quality and Documentation

- Translate technical concepts into simple, easy-to-understand language for non-technical users across Supermarkets, distribution centres, support offices, and vendor teams.
- Maintain strong phone etiquette, clear pronunciation, active listening, empathy, and professional call control while balancing AHT and quality outcomes.
- Document troubleshooting steps,



resolution outcomes, escalation notes, error messages, screenshots references, and user communications accurately in the ticket.
- Identify knowledge gaps, repeated call drivers, and unclear documentation, then suggest updates to knowledge articles or SOPs.
- Follow ITIL-aligned practices for incident management, request fulfilment, escalation, major incident awareness, and service restoration.

Role Requirements

Education and Experience

- High school diploma or equivalent required; bachelor degree or diploma in Computer Science, Information Technology, or a related field preferred.
- 2 to 3 years of experience in an IT technical support role, ideally within an inbound call centre, enterprise help desk, service desk, retail technology support, or managed services environment.
- Experience supporting retail Supermarkets, branch operations, field users, point-of-sale environments, distribution centres, or high-volume operational teams will be highly regarded.
- Exposure to ITIL incident, request, escalation, SLA, and knowledge management practices is desirable.

Technical Skills

- Proficiency with Windows 10/11 and/or macOS support in an enterprise environment.
- Working knowledge of Active Directory and Azure AD for password resets, account unlocks, user validation, access checks, and basic group membership support.
- Experience supporting Microsoft 365 applications including Teams, Outlook, OneDrive and SharePoint.
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, and store network troubleshooting.
- Experience using enterprise ITSM or ticketing tools such as ServiceNow, Jira, or similar platforms.
- Understanding of retail technology components such as POS, EFTPOS/payment devices, receipt printers, scanners, handhelds, back-office PCs, and store peripherals is preferred.
- Ability to follow SOPs, knowledge articles, runbooks, troubleshooting scripts, and call handling procedures accurately.

EEO Statement: ALOIS Australia is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all qualified applicants and do not discriminate on the basis of race, colour, religion, sex, age, national origin, disability, or any other characteristic protected under applicable laws. We value diversity and believe it strengthens our people, our culture, and the outcomes we deliver.

📌 Service Desk Analyst (Melbourne)
🏢 ALOIS Australia
📍 Melbourne