Group Junior Help Desk Analyst

3 days ago

Summer Hill, Australia Prouds Careers Full time

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?

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
- 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.
- 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.
- 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.

**To succeed in this role, you will have**:

- High level of customer service.
- Have experience in and understanding of Advance Retail.
- 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.

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