Group Senior Helpdesk Analyst

Prouds Jewellers Pty. Ltd.; New South Wales; Hybrid; AUD 90,000 - 115,000; Full time

Job summary

The JPL Group is seeking an experienced Senior Helpdesk Analyst to join our team in NSW. You will manage second-level support and help maintain IT infrastructure across stores, state offices, and the head office, collaborating with the NZ Infrastructure team on improvement initiatives.

Responsibilities include incident resolution, server room management, vendor liaison, disaster recovery planning, and documentation.

Qualifications

• 3+ years working in IT Support roles.
• Experience with IT systems including AIX, Point of Sale, Veeam and SQL Server.
• Experience managing delivery of services and projects with external vendors.
• Strong written and verbal communication; ability to work Independently and in a team.

Responsibilities

• Provide second level technical support for issues or queries.
• Facilitate maintenance of IT infrastructure across the business.
• Oversee administration and operations of IT infrastructure.
• Server room management and hardware organisation; drive improvements.

Skills

IT Support

Vendor Management

Team Collaboration

Communication

Project Delivery

Education

Relevant IT tertiary education

Tools

MS Office

MS Exchange

VMware

AIX

Point of Sale

Veeam

SQL Server

Job description

Posted Thursday 13 January 2022 at 1:00 pm

The JPL Group incorporates Prouds the Jewellers, Angus & Coote and Goldmark stores throughout the Australia with over 470 stores and 5,000 team members nationwide. As Australia's largest family owned jewellery retailer, we pride ourselves on high standards and drive for success.

An exciting opportunity has arisen for an experienced Helpdesk Analyst to join our team. Reporting to the Group Service Delivery Manager you will responsible in managing the support, maintenance and improvement of all infrastructure systems across the business in conjunction with the NZ Infrastructure team.

The Senior Helpdesk Analyst will also be responsible for second level support and assistance to all stores, State Offices and the Head Office. This role will include assisting external and internal resources implementing improvement opportunities within the business.

Key Responsibilities:

• Provide second level technical support for technical issues or queries
• Facilitate the support and maintenance of the IT infrastructure.
• Oversees the administration, management support of the IT infrastructure and operations.
• Server room management, including maintaining configuration and organisation of hardware and providing continuous improvement and support.
• Provide ongoing IT support and development needs to the business.
• Manage relationships and projects with external stakeholders, such as ISP and system and network infrastructure suppliers.
• Document and identify detailed analysis in system implementations.
• Set-up, maintain and support of network servers with appropriate contractors.
• Support, maintain and monitor all picking and stocktake scanning systems.
• Provide support to the functionality of the Pathway system.
• Assist in presenting Cost Benefit Analysis and business cases to the Executive team or the Board in relations to infrastructure improvement plans or acquisition of system hardware.
• Assist in the implementation, documentation, and ongoing management of a business system disaster recovery plan.
• Additional ad hoc duties required by the department.
• Daily replenishment of stock to stores including general picking.
• 3+ years working in IT Support roles
• Ability to establish and maintain professional relationships with external key stakeholders.
• Experience working with IT systems, including MS Office, MS Exchange and VMWare
• Ability to work independently and as part of a team.
• Strong team player with the ability to lead by example.
• Excellent written and verbal communication skills.
• Self-motivated and results-driven
• Proven ability to meet tight deadlines.
• Experience working with IT systems including AIX, Point of Sale, Veeam and SQL server
• Experience managing the delivery of services and projects with external vendors
• Relevant tertiary education in IT.
• Ability to mitigate risks, develop strategic plans, present successful business cases, and manage projects.
• Experience and knowledge system design and integration.

No recruitment agencies assistance required.

As part of the JPL recruitment process, all applicants will be required to provide a National Police Criminal History check from the Police Service governing the State or Territory they reside in.

Please allow up to two weeks for application processing. If you are found suitable for the position you will be contacted to arrange a phone interview, if you are however unsuccessful we thank you for your application.

The JPL Group is committed to Equal Employment Opportunities.