James Pascoe Pty Ltd, 12-28 Parramatta Road, Summer Hill, New South Wales, Australia Req #16169
Thursday, 5 December 2024
About us 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 Are you passionate about technology and providing top-tier support? We're looking for a Senior IT Help Desk Analyst to join our dynamic team! In this role, you'll be at the forefront of supporting our company's point-of-sale systems, hardware, software, and networks. You'll play a key role in managing support requests, improving processes, and ensuring smooth operations across the business. You'll collaborate with internal and external stakeholders, tackle exciting IT projects, and contribute to ongoing improvements in IT infrastructure. If you have an aptitude for troubleshooting and excellent communication skills, this is the perfect opportunity to make a real impact in a fast-paced, innovative environment!
What will you do? Manage and prioritise logged support tickets, ensuring timely updates, resolutions, and closures.Allocate support tickets effectively across the local helpdesk and IT support teams for efficient issue resolution.Serve as the primary escalation point for both business and helpdesk team inquiries.Coordinate deployment, monitoring, and maintenance of POS systems, EFTPOS machines, laptops, desktops, iPads, and peripherals.Escalate and resolve critical issues that impact business operations, ensuring minimal downtime.Continuously identify and implement solutions to prevent recurring technical issues.Oversee installation and support of printers, photocopiers, phones, and NBN services across locations.Monitor polling and store connections daily, promptly reporting any anomalies.Coordinate with stakeholder for printer, mobile phone, network, and managed services support and testing of AR POS upgrades.Maintain and update detailed documentation related to support processes, including implementation, exception handling, and security protocols.What skills and experience do you need? Minimum 4 years proven experience in a help desk or IT support role, handling technical issues and support requests.Hands-on expertise with POS hardware, including setup, troubleshooting, and maintenance.Knowledge of telephony and SDWAN functions, with the ability to diagnose and resolve related issues.Strong proficiency in MS Windows operating systems and MS Office applications, ensuring effective support and troubleshooting.Excellent analytical and troubleshooting abilities to quickly identify and resolve complex technical problems.Demonstrated ability to work independently and collaborate effectively as part of a team in a fast-paced environment.Exceptional communication skills, both verbal and written, for interacting with technical and non-technical stakeholders.Proven ability to manage time effectively, prioritise tasks, and meet deadlines while maintaining high-quality results.This is a fantastic opportunity to work with the largest jewellery retailer in Australia. If this sounds like you then click 'Apply Now' and sparkle with us! James Pascoe Pty Ltd, 12-28 Parramatta Road, Summer Hill, New South Wales, Australia #J-18808-Ljbffr