Retail IT Service Desk Analyst: Elevate Store Tech

Accent Group Limited; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Accent Group Limited is seeking a Service Desk Analyst to provide first level IT support across stores, distribution centres and corporate environments in a fast-paced retail setting.

You will troubleshoot POS terminals, scanners, printers, EFTPOS, network connectivity, and end-user devices, while supporting Microsoft 365, Windows 11 and Intune-managed devices, maintaining incident records and SLA compliance.

Qualifications

• Pursuing or recently completed IT/CS degree.
• Experience supporting Microsoft 365, POS systems, Windows 10/11, Apple devices.
• Understanding of network fundamentals (Wi‑Fi, VPN, Firewall, Switches).
• Familiarity with ITIL incident, request, and change management processes.

Responsibilities

• 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.
• Assist with 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.

Skills

Customer service mindset

Teamwork

Analytical thinking

Pressure management

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365

Windows 11

Intune

POS systems

ITSM tools

Job description

Accent Group Limited is seeking a Service Desk Analyst to provide first level IT support across stores, distribution centres and corporate environments in a fast-paced retail setting.

You will troubleshoot POS terminals, scanners, printers, EFTPOS, network connectivity, and end-user devices, while supporting Microsoft 365, Windows 11 and Intune-managed devices, maintaining incident records and SLA compliance.