IT Service Desk Analyst

About the role

As our IT Service Desk Analyst, you'll play a key role in keeping our Support Centre and retail stores across our global markets connected and running smoothly. You'll provide first-level technical support, troubleshoot hardware, software and connectivity issues, support our retail technology and assist with IT setup for new store openings.

This is a hands-on role with plenty of variety, and a great opportunity for someone with strong technical foundations and a passion for problem-solving to develop their IT career in a fast-paced, growing retail business.

Key responsibilities

IT Service Desk Support

• Provide Level 1 technical support to retail stores and Support Centre employees across Australia and our international markets.

• Troubleshoot hardware, software, application and connectivity issues.

• Log, categorise, prioritise and manage incidents through our IT ticketing system (Zendesk).

• Follow established troubleshooting procedures, escalating complex issues when required.

• Maintain accurate ticket documentation and provide timely updates on support requests.

• Assist with IT equipment setup, maintenance and troubleshooting.

• Provide remote technical support to users across multiple locations.

Microsoft 365 Administration

• Create, modify and disable user accounts, including password resets and basic multi-factor authentication (MFA) troubleshooting.

• Assign and manage Microsoft 365 licences.

• Create and manage shared mailboxes and distribution lists.

• Perform basic Exchange Online administration.

• Troubleshoot issues relating to Microsoft Outlook, Teams and OneDrive.

• Manage basic SharePoint access and permissions.

• Assist with employee onboarding and offboarding, ensuring appropriate system access and IT equipment are provided or removed.

Networking & Connectivity

• Apply an understanding of IP addressing, subnetting, routing, DNS, DHCP and TCP/IP fundamentals to troubleshoot connectivity issues.

• Diagnose basic LAN, WAN and Wi-Fi connectivity issues, including performing network connectivity testing.

• Investigate connectivity issues affecting store systems, POS terminals, EFTPOS devices and user computers.

• Assist with basic troubleshooting of routers, switches and wireless access points.

• Escalate complex network issues, providing clear and accurate troubleshooting information to support resolution.

Retail Technology Support

• Provide first-level technical support and troubleshooting for POS systems and associated peripherals.

• Diagnose and resolve common issues with receipt printers and cash drawers.

• Support barcode scanners, handheld devices and other retail technology.

• Perform basic EFTPOS connectivity troubleshooting.

• Assist with store phones and other IT equipment.

• Coordinate hardware replacements and repairs where required.

New Store Openings & Vendor Coordination

• Assist with IT preparation, equipment configuration and deployment for new retail store openings.

• Support IT installation activities during store openings, ensuring technology is ready for operational use.

• Coordinate with external IT vendors, technicians and service providers to facilitate installations and resolve technical issues.

• Provide clear technical instructions and guidance to on-site technicians.

• Assist with pre-opening technology testing and verification to ensure systems are functioning correctly.

• Follow up on outstanding technical issues and installation requirements to ensure timely resolution.

• Work effectively under tight deadlines and adapt to changing priorities in a fast-paced retail environment.

Documentation & Communication

• Maintain accurate incident records, troubleshooting documentation and ticket updates.

• Create and update IT knowledge base articles and troubleshooting guides.

• Communicate technical information clearly and effectively to non-technical users.

• Provide regular updates to store teams, internal stakeholders and external service providers.

• Demonstrate ownership and accountability for assigned support requests, ensuring timely follow-up and resolution.
  

What we're looking for

• A Certificate IV, Diploma or degree in Information Technology, Computer Science, Information Systems or a related discipline.

• Sound knowledge of Windows 10/11 troubleshooting and Microsoft 365 applications and administration.

• Basic understanding of Microsoft Entra ID, user account management and access permissions.

• Understanding of networking fundamentals, including IP addressing, DNS, DHCP, TCP/IP and Wi-Fi troubleshooting.

• Ability to diagnose common hardware, software and connectivity issues using logical troubleshooting methods.

• Strong communication skills, with the ability to explain technical information clearly to non-technical users.

• Excellent organisational skills, attention to detail and the ability to manage competing priorities.

• A proactive, solutions-focused approach, with a willingness to learn and take ownership of support requests.

• Previous experience in an IT service desk, help desk or desktop support environment is highly regarded, although entry-level candidates with relevant qualifications and strong technical skills are encouraged to apply.

• Experience supporting retail technology, POS systems or multi-site retail environments would be advantageous.

• Familiarity with Zendesk or similar IT ticketing systems, and Microsoft Intune is desirable.

• Relevant IT certifications, particularly CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals or ITIL Foundation, would be highly regarded.

• Basic knowledge of PowerShell or SQL would be advantageous.

• Flexibility to work within a rostered IT support schedule, including occasional weekend or extended-hours support where required.
  

What we offer

• The opportunity to contribute to a growing, ambitious brand

• Hands-on experience supporting IT systems and retail technology across our global markets

• Exposure to a broad range of technologies, including Microsoft 365, networking and retail systems

• A collaborative, supportive team environment

• Career development and progression opportunities

• Generous discounts across the HARLI + HARPA range
  

About us

HARLI + HARPA is an Australian jewellery brand that creates unique and accessible keepsakes to style, stack, and adorn your self-expression. With a strong focus on customer experience, we strive to provide exceptional service and a unique shopping experience across our growing network of stores. As a dynamic, forward-thinking company, we are constantly seeking talented individuals to help us achieve our ambitious growth objectives.

To apply for this exciting opportunity, please submit your application including your resume and a cover letter detailing your relevant experience and interest in this role.

Apply now to join the HARLI + HARPA team!