Group Junior Help Desk Analyst

1 week ago

Summer Hill, New South Wales, Australia Prouds Jewellers Full time

Group Junior Help Desk Analyst

Summer Hill NSW 2130, Australia Req #2731
Tuesday, 19 March 2024
The JPL Group incorporates Prouds the Jewellers, Angus & Coote and Goldmark stores throughout Australia with over 450 stores and 5000 Team Members nationwide. As Australia's largest family owned Jewellery retailer, we pride ourselves on our high standards and drive for success.
Looking to build an exciting career in IT?

This is an ideal role for someone starting out in IT where we will assist with on the job training as part of the role. The role will be trained into becoming the first point of contact for technology, telecommunications and software application incidents & service requests and then assigning these to the appropriate support team members. You will be given the chance to enhance and broaden your capability and learn more about the functioning of a retail business.


The role is onsite located in our Support Office at Summer Hill (NSW), walking distance from all public transport.

Key Responsibilities:

  • Examine polling and store connections each morning and afternoon
  • Maintain professional relationships with internal stakeholders and ensuring all queries are responded to in a timely manner via e-mail, service desk, phone and Head Office queries.
  • Ensure sales data are being processed through Pathway.
  • Accurately process and complete store closure procedures (if any).
  • Set-up, maintain and support of registers, iPad and peripherals for new stores.
  • Test, implement and support Windows, Advance Retail upgrades and any new projects.
  • First point of contact for the recording and troubleshooting of technical issues or queries, and escalating to appropriate team members.
  • Ability to document knowledge base information and procedures to improve response times, installations, user training and problem solving.
  • Additional ad hoc duties required by the department.
  • Daily replenishment of stock to stores (picking).
  • Ensure all after hours responsibilities are fulfilled when rostered on support outside of business hours:
    • Ensure all telephone queries are attended to or answered from and until the first and last 30 minutes of stores opening and closing.
    • Ensure all urgent issues (including via e-mails) are quickly resolved.
    • Assist with other minor issues in store by discretionary – reiterate to store that after-hours support are only for urgent matters only.
    • Communicate any unsuccessful attempts in contacting stores to managers/ supervisors.
    • Monitor and attend to helpdesk alerts and BackOffice Database issues.

(The above after-hours responsibilities may be subject to change in the peak periods)

To succeed in this role, you will have:

  • High level of customer service.
  • Have experience in and understanding of Advance Retail.
  • High level computer literacy skills, including MS Windows operating systems and MS Office applications.
  • Strong analytical and troubleshooting skills.
  • Proven ability to work independently and as a part of a team.
  • POS hardware experience.
  • Excellent organisational and time management skills with focus on punctuality.
  • Excellent verbal and written communication skills.
  • Results-driven and customer-focused.
  • Proven ability to establish and maintain relationships with internal stakeholders.
  • Proven ability to be proactive and innovative.
  • Self-motivated and enthusiastic.

If this sounds like a role you would be interested in and you are able to demonstrate the requirements for the role, please click on the apply option.

Other details

  • Job family Support - IT
  • Pay type Salary

Apply now

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