IT Support Analyst

Job Description

Key Responsibilities

• Provide day-to-day support for the Hermes Australia IT infrastructure under the direction of the IT Manager.
• Act as the primary IT service desk contact for end users via phone, email, walk-up, and web portal, delivering timely and high-quality customer support.
• Manage incidents end-to-end, including logging, categorization, prioritization, and escalation, ensuring prompt resolution in line with service level expectations.
• Fulfill IT service requests, including procurement, provisioning, and installation of hardware and software.
• Perform site setup and provide ongoing support for IT environments, including end-user devices, retail systems, and iOS devices.
• Administer user accounts and access (moves, adds, changes, deletes), including backup management and file restoration.
• Troubleshoot and resolve hardware and software issues; escalate complex problems and coordinate with external vendors where required.
• Support users with business-critical systems, including Cegid and other internal retail or enterprise applications.
• Maintain accurate IT asset lifecycle management, including tracking, allocation, and decommissioning of equipment.
• Conduct regular IT asset inventory audits and ensure accurate tracking of asset movement (onboarding/offboarding).
• Collaborate with the Singapore IT team to align on standards, share knowledge, and support regional initiatives.
• Develop and maintain IT documentation, including standard operating procedures and knowledge base articles.
• Evaluate and recommend hardware and software solutions to meet business and operational needs.
• Ensure adherence to IT policies, security standards, and best practices across all supported environments.
• Support IT projects and continuous improvement initiatives as required.

About You

• 1–2 years experience in an IT Service Desk or End User Support role, with a strong focus on customer service and issue resolution.
• Degree or diploma in Computer Science, Information Technology, Engineering, or a related field.
• ITIL Foundation certification (or working knowledge of ITIL practices) preferred.
• Hands-on experience supporting Apple iOS devices and mobile environments.
• Strong customer-service mindset with excellent communication and interpersonal skills; able to engage effectively with both technical and non-technical users.
• Highly detail-oriented with strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Proven ability to work collaboratively within a team while also being self-motivated and proactive.
• Experience supporting retail or customer-facing environments is highly desirable.
• Flexible and willing to travel as required to support business operations.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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