Senior IT Support Analyst (Lead Role)

Lovisa Pty Ltd; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading retail company in South Africa is seeking a Senior IT Support Analyst to oversee the delivery of IT support services across multiple locations. This role involves leading a team, managing incidents, and ensuring adherence to IT standards. The ideal candidate will have a strong background in IT, excellent communication skills, and experience with POS systems. The position is full-time and requires effective collaboration with various teams. This is a mid-senior level position offering exposure to various IT operations.

Qualifications

• Tertiary qualification (or relevant experience to match) is required.
• Good written and verbal communication skills are necessary.
• An analytical mindset is essential.
• A proactive, can-do attitude is preferred.
• Experience with POS systems in retail is desirable.

Responsibilities

• Oversee delivery of IT support services to stores and centres.
• Lead the Level 1 Global Service Desk Shift effectively.
• Provide escalation support for service delivery teams.
• Coordinate remote support and on-site visits by technicians.
• Ensure proper operation of end-user hardware and software.
• Proactively manage and escalate major IT incidents.
• Collaborate with teams to resolve complex issues.
• Support global IT operations addressing cross-region incidents.
• Coach and mentor team members on service delivery quality.
• Deliver end-user training on IT systems and tools.
• Manage IT onboarding and offboarding activities.
• Drive continuous improvement initiatives for IT services.

Skills

Good written and verbal communication skills

Analytical mindset

Proactive, can-do attitude

Experience with Point-of-Sale (POS) systems

Education

Tertiary qualification in Information Technology or related discipline

Job description

Position Purpose and Expectations

Senior IT Support Analysts are responsible for the delivery of quality Level 1 Operational Management to Retail Stores, Support Centres and Warehouses. They lead 24x7 shifts of IT Support Analysts as part of Lovisa’s global Service Delivery function acting as the first line of IT support services to the Lovisa organisation.

Responsibilities

• Oversee the delivery of high-quality IT support services to Lovisa Stores, Support Centres, and Distribution Centres, ensuring compliance with global IT policies and standards.
• Lead the Level 1 Global Service Desk Shift, driving effective ticket management, prioritization, and quality assurance.
• Provide escalation support for Level 1 and, when required, Level 2 Service Delivery teams.
• Coordinate remote support and onsite visits by third‑party technicians as needed.
• Ensure proper operation of end‑user hardware, servers, network infrastructure, PCs, and peripherals in line with Lovisa policies.
• Proactively manage and elevate P1 IT incidents, adhering to established procedures and best practices.
• Collaborate with Level 2 and Level 3 teams (Infrastructure, Data, and Applications) to resolve complex issues and manage escalations effectively.
• Support global IT operations by working with regional teams to address cross‑region incidents and service impacts.
• Coach and mentor team members to enhance service delivery quality.
• Identify gaps in knowledge articles and ensure timely creation or updates.
• Deliver end‑user training on Lovisa IT systems and tools.
• Ensure timely resolution of requests, incidents, and problems, including those involving external vendors.
• Set up IT hardware and software in accordance with defined policies.
• Manage IT onboarding and offboarding activities for the South Africa office, including provisioning and de‑provisioning of equipment and system access.
• Maintain accurate asset registers for hardware and software across the region.
• Drive continuous improvement initiatives for IT services, processes, and customer experience.
• Participate in a rotating 7‑day support roster and provide coverage outside business hours when required.
• Lead or contribute to special projects and initiatives aligned with business priorities.

Required Skills and Attributes

• Tertiary qualification (or relevant experience to match) in Information Technology or related discipline.
• Good written and verbal communication skills.
• Analytical mindset.
• Proactive, can‑do attitude.
• (Desirable) Experience with Point‑of‑Sale (POS) systems in retail operations.

Administration

• Ensure punctuality, quality and accuracy of all Tickets in our Service Management tool.
• Ensure reports are submitted in a timely manner to meet required deadlines.
• Ensure adherence to company policies and procedures, while continually keeping abreast of changes as they occur.
• Ensure annual leave does not impact key retail trading periods for Lovisa.

We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence, by supporting our culturally diverse team around the world.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Retail