Group Senior Helpdesk Analyst

at  Prouds Careers

The JPL Group incorporates Prouds the Jewellers, Angus & Coote and Goldmark stores throughout Australia with over 470 stores and 5,000 team members nationwide. As Australia’s largest family owned jewellery retailer, we pride ourselves on high standards and drive for success.
An exciting opportunity has arisen for an experienced Helpdesk Analyst to join our team. Reporting to the Group Service Delivery Manager you will responsible in managing the support, maintenance and improvement of all infrastructure systems across the business in conjunction with the NZ Infrastructure team.
The Senior Helpdesk Analyst will also be responsible for second level support and assistance to all stores, State Offices and the Head Office. This role will include assisting external and internal resources implementing improvement opportunities within the business.

• Provide second level technical support for technical issues or queries
• Facilitate the support and maintenance of the IT infrastructure.
• Oversees the administration, management support of the IT infrastructure and operations.
• Server room management, including maintaining configuration and organisation of hardware and providing continuous improvement and support.
• Provide ongoing IT support and development needs to the business.
• Manage relationships and projects with external stakeholders, such as ISP and system and network infrastructure suppliers.
• Document and identify detailed analysis in system implementations.
• Set-up, maintain and support of network servers with appropriate contractors.
• Support, maintain and monitor all picking and stocktake scanning systems.
• Provide support to the functionality of the Pathway system.
• Assist in presenting Cost Benefit Analysis and business cases to the Executive team or the Board in relations to infrastructure improvement plans or acquisition of system hardware.
• Assist in the implementation, documentation, and ongoing management of a business system disaster recovery plan.
• Additional ad hoc duties required by the department.
• Daily replenishment of stock to stores including general picking.