Service Desk Analyst

About Accent Group

Accent Group Limited is one of the leading retail groups across Australia and New Zealand, managing over 850 stores and 34 iconic brands such as HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, The Athletes Foot, Sports Direct, Glue Store, and Vans. With more than 30 online platforms, the company is committed not just to selling shoes but to innovating the retail experience. Accent Group is passionate about its people, fosters individuality, rewards performance, and provides excellent career opportunities, whether starting a retail career or aspiring to leadership.

Role Overview

The Service Desk Analyst delivers front-line IT support across retail locations, distribution centers, and corporate offices. This role is pivotal in ensuring technology systems, including POS, networks, and end-user devices, function smoothly within a fast-paced customer-oriented retail ecosystem.

Key Responsibilities

• Deliver first and second-tier IT assistance to users in stores, warehouses, and offices via phone, email, and IT service management tools.
• Troubleshoot hardware and software issues involving POS terminals, scanners, printers, EFTPOS systems, network connectivity, and mobile devices.
• Provide support for Microsoft 365 applications, Windows 11 operating systems, and devices managed with Intune.
• Escalate critical or repeated problems to senior engineers or vendors to ensure prompt resolution.
• Maintain comprehensive documentation of issues logged, actions executed, and resolutions in alignment with SLA requirements.
• Assist in installing and configuring in-store technology including POS devices, handheld scanners, label printers, and All-in-One units.
• Coordinate with field technicians, networking teams, and store operations for on-site and remote IT support.
• Participate in technology rollouts for new stores, relocations, and seasonal upgrades.
• Uphold professional and courteous communication with a strong focus on customer service.
• Maintain clear and ongoing communication with store teams, regional and national management, and warehouse supervisors regarding issue status.
• Prioritize support requests based on business impact, ensuring transparent updates on incidents affecting sales or operations.
• Create and update technical documentation, knowledge base articles, and standard operating procedures.
• Engage in knowledge sharing and contribute to continuous process enhancements.

Candidate Profile

• Possess 1 to 3 years of experience in a Service Desk or IT Support role within retail, corporate, logistics, or multi-site settings.
• Experience supporting Microsoft 365, POS systems, Windows 10/11, Apple devices, and related hardware troubleshooting.
• Basic knowledge of networking concepts including Wi-Fi, VPN, firewalls, and switches.
• Familiarity with ITIL framework for incident, request, and change management.
• Effective teamwork and communication skills, maintaining approachability.
• Strong analytical skills to identify trends and drive process improvements.
• Ability to remain composed under pressure and manage multiple priorities in a high-demand environment.

Why Work with Us?

• Join a dynamic and expanding company representing premier global brands.
• Opportunity to make a meaningful impact on the technology team.
• Enjoy a collaborative and supportive workplace culture.
• Receive a competitive remuneration and benefits package.

Inclusion and Diversity Statement

Accent Group Limited is dedicated to fostering an inclusive workplace that champions diversity across age, gender, identity, race, sexual orientation, ethnicity, and physical and mental abilities. The company strives to provide an equitable environment where all individuals can authentically express themselves. Accent Group also acknowledges and respects the Traditional Owners and ongoing custodians of the land, including Aboriginal, Torres Strait Islander, and Maori peoples.