It Service Desk Specialist - Flexible, Impactful Support

Goodman Fielder; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Job summary

Oroton is seeking an IT Service Desk Analyst to provide first and second-level technical support across Head Office and Retail outlets. Incidents affecting business-critical systems are resolved within SLAs using ITIL.

You will support NewStore POS, Adyen, Givex, desktops, M365, AD, and device management across a multi-site environment. You will work with stores, operations, and external vendors to ensure uptime, security, and effective service delivery, including store openings, relocations,

Qualifications

• 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 Windows and Mac operating systems.

Responsibilities

• 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.

Skills

1-2+ years helpdesk experience

Retail environment experience

POS and payment systems knowledge

Windows and Mac OS expertise

Office 365 experience

Active Directory knowledge

Education

BSc/BA

Tools

Intune

NinjaOne

Jamf

Hyper-V

Job description

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The Service Desk Analyst provides first level IT support across retail stores, distribution centres, and corporate environments. This role ensures seamless technology operations in a high-volume, customer-focused retail setting, supporting POS systems, store network connectivity, in-store devices, and end-user applications. The position plays a key role in maintaining business continuity and delivering exceptional service to internal stakeholders through timely and effective resolution of incidents and service requests. Key Responsibilities include: Provide prompt first and second-level support to stores, warehouse, and office users via phone, email, and ITSM system. Troubleshoot issues with POS terminals, scanners, printers, EFTPOS, network connectivity, and mobile devices. Support Microsoft 365, Windows 11, and Intune-managed devices. Escalate high-impact or recurring issues to senior engineers or vendors, ensuring timely resolution. Maintain detailed records of incidents, actions taken, and resolutions within SLA targets. Support the deployment, configuration, and maintenance of in-store IT equipment (POS, handheld scanners, label printers, and All-in-One devices). Liaise with field technicians, network teams, and store operations to coordinate onsite visits and remote fixes. Assist with technology rollout activities including new store openings, relocations, and seasonal upgrades. Provide professional, courteous support with a strong customer service focus. Communicate effectively with store team members, regional and national leads, and warehouse supervisors to keep them informed on issue progress. Prioritise requests based on business impact and ensure transparent communication on incidents affecting sales or operations. Maintain accurate technical documentation, knowledge articles, and standard operating procedures. Contribute to knowledge-sharing sessions and process improvement initiatives. procedures. To be successful you will ideally have: Currently studying or recently completed a degree in Information Technology, Computer Science, or a related field Passionate about building a career at the intersection of retail and technology Experience supporting Microsoft 365, POS systems, Windows 10/11, Apple Devices and hardware troubleshooting. Understanding of network fundamentals (Wi‑Fi, VPN, Firewall and Switches). Familiarity with ITIL incident, request, and change management processes. Ability to function and collaborate within a team and remain approachable always. Analytical thinker with the ability to identify trends and implement process improvements. Ability to perform under pressure and manage competing priorities in a high-volume environment. Why Join Accent Group? Be part of a dynamic and growing company with a portfolio of the best global brands. Opportunity to make a significant impact on our technology team. Collaborative and supportive team environment. Competitive salary and benefits package.

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