IT Service Desk Analyst
Core
Provide first and second-level technical support for business-critical systems across head office and retail outlets, ensuring system uptime and resolving incidents within SLAs.
Role type
IT Service Desk Analyst (1st/2nd level support)
Builds
Retail POS systems, payment terminals, gift card systems, desktops, and server infrastructure
Domain
Retail technology and corporate IT
Required skills
ITIL framework, JIRA ticketing, NewStore POS, Adyen payment terminals, Givex gift card systems, Windows/Mac OS administration, Active Directory, Microsoft 365, server uptime management, Meraki network monitoring, SOE image creation, endpoint management
Preferred skills
Retail/hospitality environment experience, Hyper-V administration, device management platforms (Intune, NinjaOne, Jamf), cybersecurity best practices, retail trading environment knowledge
Technologies
NewStore, Adyen, Givex, JIRA, Meraki, Microsoft 365, Active Directory, Windows, Mac, Hyper-V, Microsoft Intune, NinjaOne, Jamf
Responsibilities
Log and manage incidents via JIRA, troubleshoot POS and payment systems, maintain server uptime, manage user onboarding/offboarding, monitor network tools, support store technology initiatives, liaise with external vendors
Seniority
Junior to Mid-level, hands-on IC