Group IT Help Desk Analyst

Job Description

James Pascoe Pty Ltd, 12-28 Parramatta Road, Summer Hill, New South Wales, Australia Req #16242 Monday, 13 January 2025 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. Set up, maintain, and support IT systems including printers, phones, emails, virus software, iPads, laptops, EFT machines, and stocktake kits. 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. High level of computer literacy, including MS Windows and MS Office applications. 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. If this sounds like you then click ‘Apply Now’ and sparkle with us! James Pascoe Pty Ltd, 12-28 Parramatta Road, Summer Hill, New South Wales, Australia #J-18808-Ljbffr