Service Desk Analyst

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

Join Accent Group one of Australia and New Zealand’s largest retail groups. With 850+ stores, 34 iconic brands and 30+ online platforms, we’re home to some of the world’s most recognised names, including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, Lacoste, Sports Direct and Vans. We’re driven by innovation, passionate about our people and committed to creating exceptional experiences for our customers and teams. Here individuality is celebrated, performance is rewarded and you’ll be empowered to make your mark!

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.

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