Service Desk Support Specialist

6 days ago

Melbourne, Australia Munro Footwear Group Full time

As Munro Footwear Group (MFG) continues to grow, we're looking for a proactive and customer-focused **Service Desk Support Specialist** to join our Technology team and play a key role in supporting our national store and support office network.

This is a fantastic opportunity to work in a fast-paced retail environment, where no two days are the same. You'll be the first point of contact for IT support, helping our team members solve technical problems, stay connected, and continue delivering great customer experiences.

**More about the role**
- Provide Level 1 and Level 2 technical support to stores, distribution centres, and head office users
- Log, prioritise, and resolve service desk tickets in line with SLAs using our ITSM system
- Troubleshoot hardware, software, networking, POS, and mobile device issues
- Maintain accurate documentation of issues, fixes, and solutions
- Escalate more complex issues to relevant support teams or vendors
- Assist with onboarding/offboarding processes including account creation and device setup
- Support system updates, patching and technology rollouts as needed Deliver high-quality customer service and clear communication in every interaction

**About You**
- 2+ years' experience in a similar Service Desk or IT Support role
- Experience working within a ticketing system and a focus on meeting SLAs
- Confident troubleshooting Windows OS, Microsoft 365, network connectivity, and mobile devices
- Familiarity with POS systems, Active Directory, and remote support tools
- Strong problem-solving skills with a calm and solutions-oriented approach
- Excellent communication and stakeholder engagement abilities
- Experience in a retail, hospitality or multi-site environment -_ bonus but not essential_

**About us**

With more than 290+ stores and 2500+ employees nationally and a brand-new state-of-the-art distribution centre, we are Australia's leading retailer and wholesaler of fashion and comfort footwear, owning and operating some of Australia's most iconic brands including Bobux, The Trybe, Midas, Mollini, Cinori, Mathers, Williams, Diana Ferrari, and Australia's largest online footwear retailer, Styletread

As a family-owned company, at Munro Footwear Group (MFG) we value our team, our loyal customers, and our dedicated suppliers. We work hard to play hard, we celebrate each other, and we believe every Team Member is an essential part of our ongoing success.

**What we offer**
- An extra 4 days a year of 'Life Leave'
- Flexible Paid Parental Leave
- Through our Employee Assistance Program (EAP) you'll have access to professional and confidential counselling and support services
- Generous employee discount for you and your immediate family

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