Service Desk Support Specialist

4 days ago

Melbourne, Victoria, Australia Munro Footwear Group Full time

Job Description 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 , 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 + stores and 0+ 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 If you're someone who thrives in a problem-solving environment and enjoys supporting others with good tech experiences, we'd love to hear from you.
Apply today

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