About the JPL Group
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: Group IT Helpdesk Analyst
As a Group IT Helpdesk Analyst, you will 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.
Key Responsibilities
* 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.
Requirements
* 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.
* 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.