IT Support Analyst

5 months ago

Hawthorn, Australia Lovisa Full time

**Lovisa Life**:
Lovisa was established in April 2010 and has quickly grown to be one of the world’s leading fast fashion jewellery retailers. We continue our focus on expanding our store network, with over 800+ stores across 31 countries.

With no plans on slowing down with our continued expansion across the globe. At Lovisa, we are passionate, dedicated, hard-working and fun-loving team players. We are devoted to fashion, style and customer service. All team members are Lovisa ambassadors, who thrive off our Lovisa culture commitments with a _can-do attitude._
- 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._

**Lovisa Product**:
Lovisa was created out of a need for on-trend fashion jewellery at ready-to-wear prices. Our global trend spotting and innovation design team take inspiration from couture runways and current street style around the world to deliver new, must-have styles to our customers.

**Lovisa Opportunity**:

- The day to day in this role will look like:_

IT Support Engineers are responsible for the delivery of quality Level 2 technical support to Retail Stores, Support Centres and Warehouses. They work largely within their home time zone as part of Lovisa’s global Service Delivery function to supporting IT services across the organisation.
- The IT Support Analyst is responsible to:_
- Ensure Lovisa Stores, Support Centres and Distribution Centres are receiving a high standard of IT support in accordance with Global IT policies.
- Deliver prompt Level 2 support services to Stores (remote, however physical visits required at times), Support Centres and Warehouses.
- Maintain integrity, stability and operation of all hardware, server/network infrastructure, PC’s and peripherals.
- Assist with the setup of new stores from a technical perspective.
- Identify and manage IT security concerns.
- Assist with providing user training in the use of Lovisa IT solutions.
- Liaise with IT equipment and software suppliers to ensure Lovisa is treated with priority regarding Requests, Incidents, Problems and pricing.
- Procure IT Hardware and Software within defined IT policies.
- Work with Level 3 teams (Infrastructure, Data, Applications) to ensure effective support and escalation management.
- Work with the Level 1 - Global Service Desk to ensure effective ticket management and ongoing development of Knowledge Articles.
- Manage on-/off-boarding of all regional team members including their equipment and IT access requirements
- Ensure accurate and complete registers of the location of all hardware and software.
- Assist other IT teams to resolve incidents occurring throughout the world.
- Contribute towards the continuous improvement of all IT services.
- Provide occasional Level 1 service support as operational needs arise (eg. during peak periods).
- Be part of a rotating 7 day support roster. Standard hours fall within an 8am-5pm.
- Occasionally work outside normal business hours to support the above.
- Perform other duties and special projects (within an individual’s skill and competency level) as required.
- Be available to assist with Priority 1 incidents as required.

**Lovisa Loves**:

- A can-do attitude with the following skills:_
- Tertiary qualification (or relevant experience to match) in Information Technology or related discipline.
- Minimum of 2 years experience in a similar role.
- Awareness or certification in ITIL Foundations, and a good understanding of IT Service Management concepts.
- Experience with Microsoft and Cisco administration tools.
- Good written and verbal communication skills.
- Technical problem-solving skills.
- Demonstrated customer service skills and an ability to work with teams of varying levels.
- Proactive and can-do attitude.
- (Desirable) Experience with Point-of-Sale (POS) systems in retail operations.
- (Desirable) Practical experience with Mobile Device Management (MDM) tools.
- (Desirable) Experience working in Projects.

**Lovisa Perks**:

- Enjoy these perks when you join Lovisa_
- Supportive team environment - we truly embody our 10+1 culture commitments
- Generous employee discount of 50% off all Lovisa products
- Fitness Free with our free gym membership
- Hybrid work (3 days in the office, 2 from home)
- Modern HQ on Glenferrie just a 5 minute walk from Glenferrie Station
- Fully stocked kitchen with fruit/snacks provided daily
- Monthly social events to celebrate all things LOVISA
- Quarterly Global Conference
- Personal Development Succession Plans with monthly, quarterly, six month and yearly reviews.
- Take your birthday off on us with an additional day of leave
- Freedom to shake up your daily uniform and demonstrate your eye for style

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