Retail IT Service Desk Specialist – POS & Windows

Accent Group; Victoria; Hybrid; AUD 60,000 - 85,000; Full time

Job summary

Accent Group in Victoria is seeking a Service Desk Analyst to provide first level IT support across retail stores, distribution centres, and corporate environments, ensuring smooth technology operations and timely incident resolution.

You will support Microsoft 365, Windows 11, Intune-managed devices, POS systems, and store networks, while coordinating with field technicians and regional teams to implement fixes and deployments. A degree in IT or related field is preferred.

Qualifications

• Requires current study or recent completion of IT degree.
• Experience supporting Microsoft 365, POS, Windows 10/11, Apple devices, and hardware troubleshooting.
• Familiarity with ITIL incident, request, and change management.

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, All-in-One devices).
• Liaise with field technicians, network teams, and store operations to coordinate onsite visits and remote fixes.
• Communicate effectively with store teams and regional/national leads about issue progress.

Skills

Customer service

Team collaboration

Analytical thinking

Education

Bachelor's degree in Information Technology

Tools

Microsoft 365

Intune

POS systems

Windows 11

Apple devices

ITSM

VPN

Firewall

Wi-Fi

Job description

Accent Group in Victoria is seeking a Service Desk Analyst to provide first level IT support across retail stores, distribution centres, and corporate environments, ensuring smooth technology operations and timely incident resolution.

You will support Microsoft 365, Windows 11, Intune-managed devices, POS systems, and store networks, while coordinating with field technicians and regional teams to implement fixes and deployments. A degree in IT or related field is preferred.