Join one of Australia and New Zealand’s largest retail groups - Accent Group. With a portfolio of over 850+ stores, 34 iconic brands (including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, The Athletes Foot, Sports Direct, Glue Store and Vans), and 30+ online platforms, we’re not just selling shoes - we’re shaping the future of retail. At Accent Group, we’re driven by innovation, passionate about people, and serious about creating standout career opportunities. Whether you’re starting your retail journey or looking to grow into leadership, you’ll be part of a culture that values individuality, rewards performance, and empowers you to make your mark (in your kicks of course!)
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.
Key Responsibilities 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.
- Communicate effectively with store team members, regional and national leads, and warehouse supervisors to keep them informed on issue progress.
- Prioritise requests based on business impact and ensure transparent communication on incidents affecting sales or operations.
- Maintain accurate technical documentation, knowledge articles, and standard operating procedures.
- Contribute to knowledge-sharing sessions and process improvement initiatives.
- procedures.
To be successful you will ideally have:
- Demonstrated 1–3 years’ experience in a Service Desk or IT Support role within a retail, corporate, logistics, or multi-site business.
- Experience supporting Microsoft 365, POS systems, Windows 10/11, Apple Devices and hardware troubleshooting.
- Understanding of network fundamentals (Wi-Fi, VPN, Firewall and Switches).
- Familiarity with ITIL incident, request, and change management processes.
- Ability to function and collaborate within a team and remain approachable always.
- Analytical thinker with the ability to identify trends and implement process improvements.
- Ability to perform under pressure and manage competing priorities in a high-volume environment.
Why Join Accent Group?
- Be part of a dynamic and growing company with a portfolio of the best global brands.
- Opportunity to make a significant impact on our technology team.
- Collaborative and supportive team environment.
- Competitive salary and benefits package.
At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.
