Retail IT Service Desk Pro - Hybrid & Perks

RGIT Australia

Sydney

Hybrid

AUD 70,000 - 92,000

Full time

42 hours ago

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Benefits offered by this job

Flexible hybrid work

Learning & development

Product discounts

Employee assistance program

Job summary

Oroton, a renowned Australian lifestyle brand, seeks an IT Service Desk Analyst to deliver first and second-line support for Head Office and Retail operations. You will resolve issues within SLAs using ITIL, support NewStore POS, Adyen, Givex, desktops, M365, AD, and server infrastructure.

The role emphasizes uptime, collaboration with stores and vendors, and strong security practices. The ideal candidate has 1–2+ years in retail/ multi-site environments, Windows/Mac experience, and exposure to

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 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.

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.