Global Retail IT Service Desk Analyst

HARLI + HARPA; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Generous discounts across HARLI + HARP

Hands-on experience across global IT

Career development opportunities

Job summary

HARLI + HARPA is seeking an IT Service Desk Analyst to support our stores and Support Centre across Australia and international markets. You will provide first-level technical support, troubleshoot hardware, software and connectivity, and manage incidents in Zendesk. This hands-on role offers growth in a fast-paced retail tech environment.

You will configure user accounts, assist with store openings, and collaborate with external vendors while building IT knowledge for ongoing improvements.

Qualifications

• Certificate IV, Diploma or degree in Information Technology or related discipline.
• Sound knowledge of Windows 10/11 troubleshooting and Microsoft 365 applications and administration.
• Basic understanding of Microsoft Entra ID, user account management and access permissions.
• Networking fundamentals including IP addressing, DNS, DHCP, TCP/IP and Wi-Fi troubleshooting.
• Ability to diagnose common hardware, software and connectivity issues using logical troubleshooting methods.
• Strong communication skills, with the ability to explain technical information clearly to non-technical users.
• Excellent organisational skills and ability to manage competing priorities.
• Proactive, solutions-focused approach with willingness to learn and own support requests.
• Experience in IT service desk or help desk is valued; entry-level candidates encouraged.
• Experience with retail technology, POS systems or multi-site retail is advantageous.
• Familiarity with Zendesk and Microsoft Intune is desirable.
• IT certifications like CompTIA A+, Network+, Microsoft 365 Fundamentals or ITIL Foundation valued.
• Basic knowledge of PowerShell or SQL advantageous.
• Rostered IT support schedule including weekend/extended hours.

Responsibilities

• Provide Level 1 technical support to retail stores and Support Centre employees across Australia and international markets.
• Troubleshoot hardware, software, application and connectivity issues.
• Log, categorise, prioritise and manage incidents through 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 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 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 clear 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.

Skills

Windows troubleshooting

Microsoft 365 administration

Networking fundamentals

Communication skills

Organisational skills

Problem solving

Ability to explain technical info to非-

Education

Certificate IV in Information Technology

Diploma in Information Technology

Degree in Information Technology

Tools

Zendesk

Microsoft Intune

PowerShell

SQL

Job description

HARLI + HARPA is seeking an IT Service Desk Analyst to support our stores and Support Centre across Australia and international markets. You will provide first-level technical support, troubleshoot hardware, software and connectivity, and manage incidents in Zendesk. This hands-on role offers growth in a fast-paced retail tech environment.

You will configure user accounts, assist with store openings, and collaborate with external vendors while building IT knowledge for ongoing improvements.