Group Help Desk Analyst

6 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 470 stores and 5,000 team members nationwide. As Australia's largest family owned jewellery retailer, we pride ourselves on high standards and drive for success.

An exciting opportunity has arisen for an experienced Helpdesk Analyst to join our team. Reporting to the Group Service Delivery Manager you will responsible in managing the support, maintenance and improvement of all infrastructure systems across the business in conjunction with the NZ Infrastructure team.

The Helpdesk Analyst will also be responsible for second level support and assistance to all stores, State Offices and the Head Office. This role will include assisting external and internal resources implementing improvement opportunities within the business.

**Key Responsibilities**:

- Provide second level technical support for technical issues or queries
- Facilitate the support and maintenance of the IT infrastructure.
- Oversees the administration, management support of the IT infrastructure and operations.
- Server room management, including maintaining configuration and organisation of hardware and providing continuous improvement and support.
- Provide ongoing IT support and development needs to the business.
- Manage relationships and projects with external stakeholders, such as ISP and system and network infrastructure suppliers.
- Document and identify detailed analysis in system implementations.
- Set-up, maintain and support of network servers with appropriate contractors.
- Support, maintain and monitor all picking and stocktake scanning systems.
- Provide support to the functionality of the Pathway system.
- Assist in presenting Cost Benefit Analysis and business cases to the Executive team or the Board in relations to infrastructure improvement plans or acquisition of system hardware.
- Assist in the implementation, documentation, and ongoing management of a business system disaster recovery plan.
- Additional ad hoc duties required by the department.
- Daily replenishment of stock to stores including general picking.

**Essential Criteria**:

- 2+ years working in IT Support roles
- Ability to establish and maintain professional relationships with external key stakeholders.
- Experience working with IT systems, including MS Office, MS Exchange and VMWare
- Ability to work independently and as part of a team.
- Strong team player with the ability to lead by example.
- Excellent written and verbal communication skills.
- Self-motivated and results-driven.
- Proven ability to meet tight deadlines.

Desirable Criteria
- Experience working with IT systems including AIX, Point of Sale, Veeam and SQL server
- Experience managing the delivery of services and projects with external vendors
- Relevant tertiary education in IT.
- Ability to mitigate risks, develop strategic plans, present successful business cases, and manage projects.
- Experience and knowledge system design and integration.

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