Job Title:
Group IT Help Desk Analyst
About The JPL Group:
The JPL Group is the largest specialty jewellery retail chain in Australia, comprising iconic brands such as Prouds The Jewellers, Angus & Coote, and Goldmark, with over 460 privately owned and operated stores employing approximately 4,000 team members nationwide.
We are recognised for providing quality, service, value, and style to our customers, and a supportive working culture to our Team Members.
About The Role:
This is an opportunity to join our team as a Group IT Helpdesk Analyst, playing a key role in ensuring seamless operations across all stores and Head Office.
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:
* A 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.
* A basic understanding of telephony and SDWAN functions.
* A high level of computer literacy, including MS Windows and MS Office applications.
* Strong analytical and troubleshooting skills with a keen attention to detail.
* The 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.