IT Support Analyst

Hairhouse has an exciting opportunity for an IT Support Analyst to join our IT Team within our Support Centre based in Doncaster. Be part of our amazing and crucial IT response team ensuring a great experience for our staff, and through them deliver a brilliant experience for our customers

The role will be responsible for providing support to Hairhouse Support Office Team members, our Franchisees, and retail store teams.

Why You Will Like Working Here

We pride ourselves on our culture with a great team of people and offer an impressive range of benefits:

• Flexible hybrid working model (2 days in the office)
• Early finish on Fridays for "me" time and to kickstart your weekend
• Reward days to celebrate your contribution
• Bonus program
• Career progression and development opportunities
• Birthday gift card to make your day special
• Anniversary gift card to recognise your service with Hairhouse
• Health and wellbeing initiatives
• Monthly product allowance
• Generous 40% staff discount
• Regular social and community events
• Opportunity to participate in volunteering and fundraising activities

The main responsibilities of the role include:

• Providing initial phone, email, and in-person capture of IT issues in our service desk system.
• Managing service desk tickets, escalating to the right team members or suppliers for resolution, and following up to ensure tickets are resolved in line with our service level agreements.
• Manage support ticket priority based on impact and urgency to help ensure our service level agreements are met.
• Assist with user onboarding processes, including setting up new accounts and equipment.
• Assist with the installation, configuration, and maintenance of basic IT equipment (e.g., desktops, laptops, printers).
• Perform routine maintenance tasks such as software updates
• Stay up-to-date on emerging technologies and best practices within the IT field (through training or independent learning).
• Participate in team meetings and contribute to our strategy.
• You will share the after-hours and weekend on-call roster with IT support team.

What Type of Person Will Be Successful

This is a fantastic opportunity to join our team and launch your IT career A thirst for learning is important as training and development will be provided to help you succeed and support your career growth. We are also looking for someone with:

• At least 1 year experience within a fast-moving health and beauty retail environment
• Basic understanding of Windows and Office software, Apple OSX an advantage
• Experience with NetSuite ERP
• Jira Servicedesk a plus
• Experience using retail Point of Sale and appointment booking systems
• Basic networking experience (Wifi / Ethernet)
• Strong analytical and problem-solving ability
• Exceptional customer service and interpersonal skills
• Excellent communication and time management skills
• Ability to work remotely with users via phone, email, zoom/teams
• A friendly and outgoing personality able to work in a fast-paced, dynamic environment

To be considered for this role you must be able to be on-call some nights and weekends working remotely. If you are interested in this role, please apply now by uploading your resume and cover letter

Hairhouse is Australia's leading Hair & Beauty services and retail destination offering the widest range of professional hair products and providing the ultimate customer experience for anyone who desires to look and feel their very best. With online and over 100 stores nationally, the Australian, family-owned business provides Australians with an unsurpassed range of leading hair brands alongside salon and piercing services whilst retaining an internal culture based on honesty, integrity, hard-work and big dreams.