IT Helpdesk Analyst
Core
Provide 1st & 2nd level IT support for retail stores and corporate groups via phone and in-person, focusing on POS, EFTPOS, mobile devices, and network infrastructure.
Role type
IT Helpdesk Analyst (1st & 2nd Level Support)
Builds
POS software/hardware, EFTPOS, Mobile/PDA devices, LAN networks, IP-based phone systems, Printer Fleet
Domain
Retail
Required skills
Windows OS, hardware/software troubleshooting, incident management, call logging, remote training support, SLA adherence
Preferred skills
Tertiary IT qualification, on-call availability, team collaboration
Responsibilities
Provide 1st & 2nd level IT support to stores and group; Maintain issues via call logging system; Support other IT teams with new projects; Raise first call resolutions; Use remote training facilities for application rollouts; Manage Incidents & Requests; Ensure SLAs are not breached; Keep end users informed of process; Act as communication channel for high impact IT issues