IT Service Desk Analyst

Oroton Group; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working options

Learning & development

Product discounts

Employee assistance program

Job summary

Oroton is seeking an IT Service Desk Analyst to provide first and second level support for Head Office and Retail outlets in Sydney. You will resolve incidents within SLAs using ITIL processes and support a mix of retail and corporate technologies including NewStore POS, Adyen, Givex, desktops, M365, AD and server infrastructure.

You will work closely with stores, internal teams and external partners to ensure uptime, security and a seamless technology experience across Oroton's business,

Qualifications

• 1-2+ years of helpdesk experience in retail or multi-site environments.
• Experience supporting POS and payment systems.
• Experience with NewStore, Adyen, or Givex platforms preferred.
• Strong Windows and Mac OS support skills.
• Experience with Windows Server and Hyper-V.
• Office 365 and MS Office proficiency.
• Active Directory and LAN exposure.
• On-call availability for after-hours escalations.
• Understanding cybersecurity best practices.

Responsibilities

• Provide 1st and 2nd line support for Head Office and Retail users within SLAs.
• Log, track and resolve incidents using the JIRA system.
• Support NewStore POS, Adyen, Givex, desktops and MS 365.
• Maintain server uptime and monitor critical systems.
• Onboard/offboard hardware and user accounts.
• Administer Meraki network and other monitoring tools.
• Support Active Directory, email, file storage and office IT.
• Maintain Windows, Mac devices and endpoint management.
• Assist with SOE image deployment and patch management.
• Support store technology initiatives during openings and peak periods.
• Liaise with Microsoft and technology partners to resolve issues.

Skills

Helpdesk experience

Retail environment knowledge

Excellent communication

Windows and Mac support

Cybersecurity awareness

Education

Bachelor's degree in IT/CS or related

Tools

JIRA

NewStore POS

Adyen

Givex

Microsoft Intune

NinjaOne

Jamf

Job description

Established in 1938, Oroton has evolved over the decades to be a modern lifestyle brand, synonymous with craftsmanship, accessible luxury and a unique Australian sense of beauty. We are inspired by our purpose of creating accessible modern luxury for real life and sharing it with the world.

The Role

As an IT Service Desk Analyst, you will provide first and second-level technical support across Head Office and Retail outlets, ensuring incidents affecting business-critical and revenue-generating systems are resolved within defined SLAs using the ITIL framework. This role supports a broad range of retail and corporate technologies including the NewStore POS platform, Adyen payment terminals, Givex gift card systems, desktops, Microsoft 365, Active Directory, device management platforms and server infrastructure.

You'll play a key role in maintaining system uptime, supporting store operations, strengthening security, and ensuring a seamless technology experience across the business. Strong collaboration with internal stakeholders, stores and external vendors is essential to enhancing service delivery and supporting Oroton's technology goals.

Key responsibilities include:

• Provide 1st and 2nd level support to Head Office and Retail users, ensuring timely resolution of issues within SLA using the ITIL framework.
• Log and manage all incidents and service requests through the JIRA ticketing system.
• Support and troubleshoot the NewStore POS platform, Adyen payment terminals, Givex gift card systems, desktops, Microsoft 365, and communication platforms.
• Assist in maintaining server uptime (+99%) across multiple applications.
• Manage onboarding and offboarding processes, including hardware and account setup.
• Administer and monitor the Meraki network and other system monitoring tools.
• Provide support for Active Directory, email, file storage, and office IT systems.
• Maintain and support Windows PCs, Macs, laptops, mobile devices, and endpoint management platforms.
• Ensure system and data security via patch management, antivirus, firewalls, backups, and network tools.
• Troubleshoot applications and assist in creating and maintaining SOE images for deployment.
• Support store technology initiatives including new store openings, relocations, refits, and major trading periods.
• Liaise with external technology partners including Microsoft, telecommunications providers, and retail technology vendors to resolve issues and improve service delivery.

Our ideal candidate will have:

The ideal candidate for this role will have a passion for achieving results and a strong desire to empower others to reach their goals through the effective use of technology.

• 1-2+ years helpdesk technician experience, ideally within a retail, hospitality or multi-site environment.
• Experience supporting POS and payment systems within a retail environment is highly regarded.
• Experience supporting or exposure to NewStore, Adyen and/or Givex platforms will be highly regarded
• Experience supporting Windows and Mac operating systems.
• Experience administering Windows Servers and Hyper-V.
• Experience in Office 365 and MS Office applications.
• Exposure to Active Directory and LAN networks.
• Exposure to device management platforms such as Microsoft Intune, NinjaOne or Jamf is highly regarded
• Tech savvy with knowledge of the workings of desktop computers and their connectivity.
• Windows desktop SOE build and Mac desktop experience.
• Ability to autonomously triage, resolve 1st level faults and escalations.
• Excellent communication skills, professional, enthusiastic and can-do attitude.
• Understanding of cybersecurity best practices and system security principles.
• Understanding of retail trading environments and the importance of maintaining system uptime during peak trading periods is advantageous.
• BSc/BA in IT, Computer Science or relevant field.
• Availability and flexibility to be scheduled for on-call rosters and after-hours escalations.

Benefits and Culture

In joining Oroton, you will be joining a group of talented, fun and supportive individuals who are all committed to their craft and to the enduring success of this Australian iconic brand.

• Flexible working options for a hybrid approach to work
• Learning & development opportunities, with internal promotions a priority
• Generous product discounts and lifestyle benefits (fitness membership discounts, salary packaging options + more!)
• Access to our Employee Assistance Program and well-being initiatives

If this sounds like your next role and you hold the relevant experience and skills, we would love to hear from you! Tell us your story and why you think you are the person that should join our team.

Only applicants with working rights in Australia will be considered for this opportunity.