Service Desk Analyst – Level 1 (2-year fixed-term contract)

As MECCA opens more stores across Australia and New Zealand, our omnichannel retail presence continues to enable our customers to look and feel their best. We are looking for energetic and motivated Service Desk Analysts who thrive in a fast-paced and FUN retail setting, to support our teams across our Support Centre, Retail Stores and Distribution Centre.

The Role You Could Play

We are seeking a dedicated IT Service Desk Analyst – L1 to provide in office support across our Retail, Support and Distribution Centre teams to join us on a 2-year fixed-term contract. In this role, you will be the first point of contact for all IT-related issues. Whether it’s troubleshooting a POS system or helping an end-user connect to the VPN, you’ll play a crucial role in keeping our Stores, Support & Distribution Centre teams operational whilst delivering a great customer experience! You will also have the opportunity to gain technical exposure and experience that will set you up for your career. If you enjoy problem solving, have a passion for helping people and love working in a dynamic environment, we’d love to hear from you!

What You Will Bring

Ideally you will have previous experience working with Retail-based and other tech-equipment with the ability to provide exceptional end-user support. You will have previous experience problem solving and troubleshooting issues with laptops, workstations, and other hardware (POS, printers, modems, etc) and various software products. Retail and/or service industry experience would be beneficial but not essential.

You will also be able to demonstrate: 

• Knowledge of Microsoft operating systems (server and desktop)
• Knowledge of point-of-sale (POS) hardware and software
• Knowledge of MAC/iOS systems and hardware
• Knowledge of End User lifecycle (user on & offboarding processes) would be beneficial
• Collaborating with other internal technical teams to ensure prompt issue resolution
• The ability to quickly prioritise tasks based on impact and urgency
• Empathy, patience, and excellent phone manner & communication skills
• Experience writing knowledge base articles / technical documentation
• Supporting the overall continuous improvements of Service Delivery
• Strong team collaboration skills
• Basic networking knowledge is beneficial.
• Ability to analyze ticket trends and recurring incidents, and escalate them when necessary
• Excellent communication skills and the ability to work independently

• Flexibility to work early mornings, late nights and weekends as part of a shift rotation
• Familiarity with ticketing systems and remote support tools
• Understanding of Windows/macOS operating systems

Desirable (but not essential)

• Knowledge of retail IT environments and technology infrastructure
• Network fundamentals (IP, DNS, DHCP) and hardware troubleshooting is beneficial but not essential
• Experience working with MDM software (JamF, Workspace ONE)
• Knowledge of Atlassian Tool Suite (JSW, JSM, Confluence)
• Certifications such as ITIL, CompTIA A+ or equivalent a plus

Your Life At MECCA 

Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!  

Some of our other team member benefits include:   

• Professional development programs and first-class digitised learning offering   
• Health and well-being initiatives  
• Reward and recognition programs  
• Generous discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy

​Benefits are subject to company policy, as updated from time to time.  

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.  To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit www.mecca.com.au/careers  

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