Group IT Help Desk Analyst

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

Join our team as a Group IT Helpdesk Analyst and 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. If you're a problem-solver with a passion for technology, we want you on our team!

What will you do? 

• 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.

What skills and experience do you need? 

• 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.
• Basic understanding of telephony and SDWAN functions.
• High level of computer literacy, including MS Windows and MS Office applications.
• 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.

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!