Group IT Help Desk Analyst

6 days ago

Summer Hill, Australia Prouds Careers Full time

About us
The JPL Group is the largest specialty jewellery retail chain in Australia; including iconic brands - Prouds The Jewellers, Angus & Coote and Goldmark, with over 460 privately owned and operated stores employing some 4,000 team members nationwide.
We are recognised by our customers for providing quality, service, value and style; and to our Team Members, we are known for creating an enjoyable and supportive working culture.
About the role
Join our team as a Group IT Helpdesk Analyst and play a key role in ensuring seamless operations across all stores and Head Office. In this fast-paced position, you will provide expert technical support, troubleshoot and resolve IT issues, and manage requests for assistance from end-users. Your efforts will help minimise downtime, optimise IT system performance, and deliver top-notch customer service to both technical teams and business users. If you're a problem-solver with a passion for technology, we want you on our team
What will you do?
- Ensure daily polling and store connections are operational and monitor sales data processing through Pathway.
- Maintain professional relationships with internal and external stakeholders, providing timely responses to all queries.
- Provide first-level technical support and troubleshooting for all store and office IT systems, including after-hours assistance when required.
- Manage technical support for network servers in collaboration with contractors and ensure smooth implementation of system upgrades.
- Oversee stationary orders (e.g., toners, register rolls) for Head Office and stores, ensuring timely delivery.
- Monitor and address helpdesk alerts, BackOffice Database issues, and ensure efficient communication with stores and managers.
- Perform ad hoc duties as required, including daily stock replenishment to stores, following safety practices and manual handling guidelines.

What skills and experience do you need?
- Minimum of 2 years’ experience in a similar IT helpdesk role.
- Hands-on experience with POS hardware and Point of Sale solutions is highly desirable.
- Basic understanding of telephony and SDWAN functions.
- Strong analytical and troubleshooting skills with a keen attention to detail.
- Ability to work independently as well as collaboratively within a team.
- Excellent organisational and time management skills, with a focus on punctuality.
- Strong verbal and written communication skills, with a results-driven, customer-focused approach.

This is a fantastic opportunity to work with the largest jewellery retailer in Australia.
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