IT Service Desk Analyst

HARLI + HARPA; Melbourne; Presencial; AUD 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous discounts across HARLI + HARP

Hands-on experience across global IT

Career development opportunities

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Windows troubleshooting

Microsoft 365 administration

Networking fundamentals

Communication skills

Organisational skills

Problem solving

Ability to explain technical info to非-

Educación

Certificate IV in Information Technology

Diploma in Information Technology

Degree in Information Technology

Herramientas

Zendesk

Microsoft Intune

PowerShell

SQL

Descripción del empleo

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 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.

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.
• Basic understanding of Microsoft Entra ID, user account management and access permissions.
• Understanding of 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, attention to detail and the ability to manage competing priorities.
• A proactive, solutions-focused approach, with a willingness to learn and take ownership of support requests.
• Previous experience in an IT service desk, help desk or desktop support environment is highly regarded, although entry-level candidates with relevant qualifications and strong technical skills are encouraged to apply.
• Experience supporting retail technology, POS systems or multi-site retail environments would be advantageous.
• Familiarity with Zendesk or similar IT ticketing systems, and Microsoft Intune is desirable.
• Relevant IT certifications, particularly CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals or ITIL Foundation, would be highly regarded.
• Basic knowledge of PowerShell or SQL would be advantageous.
• Flexibility to work within a rostered IT support schedule, including occasional weekend or extended-hours support where required.

What we offer

• The opportunity to contribute to a growing, ambitious brand
• Hands‑on experience supporting IT systems and retail technology across our global markets
• Exposure to a broad range of technologies, including Microsoft 365, networking and retail systems
• A collaborative, supportive team environment
• Career development and progression opportunities
• Generous discounts across the HARLI + HARPA range

About us

HARLI + HARPA is an Australian jewellery brand that creates unique and accessible keepsakes to style, stack, and adorn your self-expression. With a strong focus on customer experience, we strive to provide exceptional service and a unique shopping experience across our growing network of stores. As a dynamic, forward-thinking company, we are constantly seeking talented individuals to help us achieve our ambitious growth objectives.