IT Service Desk Analyst

As our IT Service Desk Analyst, you'll play a key role in keeping our Support Centre and retail stores across our global markets connected and running smoothly. You'll provide first-level technical support, troubleshoot hardware, software and connectivity issues, support our retail technology and assist with IT setup for new store openings.

This is a hands-on role with plenty of variety, and a great opportunity for someone with strong technical foundations and a passion for problem-solving to develop their IT career in a fast-paced, growing retail business.

Key responsibilities

- Provide Level 1 technical support to retail stores and Support Centre employees across Australia and our international markets.
- Troubleshoot hardware, software, application and connectivity issues.
- Log, categorise, prioritise and manage incidents through our IT ticketing system (Zendesk).
- Follow established troubleshooting procedures, escalating complex issues when required.
- Maintain accurate ticket documentation and provide timely updates on support requests.
- Assist with IT equipment setup, maintenance and troubleshooting.
- Provide remote technical support to users across multiple locations.
- Create, modify and disable user accounts, including password resets and basic multi-factor authentication (MFA) troubleshooting.
- Assign and manage Microsoft 365 licences.
- Create and manage shared mailboxes and distribution lists.
- Perform basic Exchange Online administration.
- Troubleshoot issues relating to Microsoft Outlook, Teams and OneDrive.
- Manage basic SharePoint access and permissions.
- Assist with employee onboarding and offboarding, ensuring appropriate system access and IT equipment are provided or removed.
- Apply an understanding of IP addressing, subnetting, routing, DNS, DHCP and TCP/IP fundamentals to troubleshoot connectivity issues.
- Diagnose basic LAN, WAN and Wi‑Fi connectivity issues, including performing network connectivity testing.
- Investigate connectivity issues affecting store systems, POS terminals,



EFTPOS devices and user computers.
- Assist with basic troubleshooting of routers, switches and wireless access points.
- Escalate complex network issues, providing transparent and accurate troubleshooting information to support resolution.
- Provide first-level technical support and troubleshooting for POS systems and associated peripherals.
- Diagnose and resolve common issues with receipt printers and cash drawers.
- Support barcode scanners, handheld devices and other retail technology.
- Perform basic EFTPOS connectivity troubleshooting.
- Assist with store phones and other IT equipment.
- Coordinate hardware replacements and repairs where required.
- Assist with IT preparation, equipment configuration and deployment for new retail store openings.
- Support IT installation activities during store openings, ensuring technology is ready for operational use.
- Coordinate with external IT vendors, technicians and service providers to facilitate installations and resolve technical issues.
- Provide clear technical instructions and guidance to on-site technicians.
- Assist with pre-opening technology testing and verification to ensure systems are functioning correctly.
- Follow up on outstanding technical issues and installation requirements to ensure timely resolution.
- Work effectively under tight deadlines and adapt to changing priorities in a fast-paced retail environment.
- Maintain accurate incident records, troubleshooting documentation and ticket updates.
- Create and update IT knowledge base articles and troubleshooting guides.
- Communicate technical information clearly and effectively to non-technical users.
- Provide regular updates to store teams, internal stakeholders and external service providers.
- Demonstrate ownership and accountability for assigned support requests, ensuring timely follow-up and resolution.

What we're looking for

- A Certificate IV, Diploma or degree in Information Technology, Computer Science, Information Systems or a related discipline.
- Sound knowledge of Windows 10/11 troubleshooting and Microsoft 365 applications and administration.&l;

📌 IT Service Desk Analyst (Melbourne)
🏢 HARLI + HARPA
📍 Melbourne