Retail IT Support Analyst | 1st/2nd Line & POS

Bed Bath N' Table; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Staff product discounts

Broad exposure across Head Office and

Hands-on experience across service des

Supportive IT team

Job summary

Bed Bath N' Table in Melbourne seeks an IT Systems Support Analyst to be the first point of contact for technical support across Head Office and store networks. The role is hands-on, covering hardware, software, network and retail systems with a focus on customer service and problem solving.

Reporting to the IT Infrastructure and Services Manager, you will handle 1st/2nd line requests via phone, email, service desk and in person, document incidents, and contribute to IT projects while

Qualifications

• Tertiary qualifications in Information Technology or related discipline.
• Experience in IT support or service desk role.
• Familiarity with ITIL-based service management practices.
• Working knowledge of Windows desktop environments, Apple iOS, Active Directory, Microsoft 365 / Exchange, networking and wireless troubleshooting.
• Exposure to retail or multi-site environments, POS systems and cyber security processes is highly regarded.
• Strong troubleshooting, organisation and prioritisation skills, with the ability to respond calmly to unexpected issues.
• Excellent communication and customer service skills, including the ability to explain technical issues without jargon.
• A proactive, positive and adaptable approach, with the ability to work independently and contribute as part of a collaborative IT team.
• Flexibility to participate in rotating shifts and on-call support.

Responsibilities

• Provide 1st and 2nd line technical support to Head Office and store teams across service desk, phone, email and face-to-face channels.
• Log, manage, prioritise and escalate incidents through the Service Desk, ensuring records remain accurate, timely and up to date.
• Troubleshoot user, hardware, software, network, wireless and Point of Sale issues, providing clear and customer-focused support.
• Administer user and store changes, including account creation and deletion, moves, additions and changes across relevant systems.
• Maintain IT documentation, knowledge resources and records, including SharePoint, FAQs, manuals and licensing information.
• Support network and endpoint security tools, cloud and on-premise applications, and basic virtualisation technologies.
• Participate in the after-hours support roster and elevate broader issues to the appropriate specialist when required.
• Contribute to IT projects including new store setups, new initiatives and technology improvements.

Skills

IT service desk

Windows OS

Active Directory

Microsoft 365

POS systems

Cyber security

ITIL

Retail environment

Communication skills

Problem solving

Education

IT degree/diploma

Job description

Bed Bath N' Table in Melbourne seeks an IT Systems Support Analyst to be the first point of contact for technical support across Head Office and store networks. The role is hands-on, covering hardware, software, network and retail systems with a focus on customer service and problem solving.

Reporting to the IT Infrastructure and Services Manager, you will handle 1st/2nd line requests via phone, email, service desk and in person, document incidents, and contribute to IT projects while