Service Desk Analyst

Join Accent Group one of Australia and New Zealand’s largest retail groups.

With 850+ stores, 34 iconic brands and 30+ online platforms, we’re home to some of the world’s most recognised names, including HOKA, Skechers, Dr.

Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, Lacoste, Sports Direct and Vans.

We’re driven by innovation, passionate about our people and committed to creating exceptional experiences for our customers and teams.

Here individuality is celebrated, performance is rewarded and you’ll be empowered to make your mark!

The Service Desk Analyst provides first level IT support across retail stores, distribution centres, and corporate environments.

This role ensures seamless technology operations in a high-volume, customer-focused retail setting, supporting POS systems, store network connectivity, in-store devices, and end-user applications.

The position plays a key role in maintaining business continuity and delivering exceptional service to internal stakeholders through timely and effective resolution of incidents and service requests.

include:

• Provide prompt first and second-level support to stores, warehouse, and office users via phone, email, and ITSM system.
• Troubleshoot issues with POS terminals, scanners, printers, EFTPOS, network connectivity, and mobile devices.
• Support Microsoft 365, Windows 11, and Intune-managed devices.
• Escalate high-impact or recurring issues to senior engineers or vendors, ensuring timely resolution.
• Maintain detailed records of incidents, actions taken, and resolutions within SLA targets.
• Support the deployment, configuration, and maintenance of in-store IT equipment (POS, handheld scanners, label printers, and All-in-One devices).
• Liaise with field technicians, network teams, and store operations to coordinate onsite visits and remote fixes.
• Assist with technology rollout activities including new store openings, relocations, and seasonal upgrades.
• Provide professional, courteous support with a strong customer service focus.