IT Systems Support Analyst

Who We Are:

Bed Bath N’ Table is an Australian owned family run business where helping our customers to create their dream home is our specialty and our passion. With over 180 stores in every state and territory of Australia and key location stores throughout New Zealand and Singapore, our team of driven and inspired people are the biggest part of our exciting journey to becoming a full home lifestyle destination for our customers.

BED BATH N' TABLE WILL OFFER YOU:

• The chance to be part of a 100% Australian owned business that is continuously growing and strong
• Competitive salary package
• Access to Staff discounts of 30% off full price products and an additional 15% off reduced items so that you can create your own dream home
• Invaluable experience working alongside our talented design, creative and product teams
• Great inner-city location in the vibrant Glenferrie café district of Hawthorn, close to public transport
• Access to our Employee Assistance program to ensure that your well-being is continuously supported
• Thank you bonus for successfully referring amazing new talent to join our team

About the Role

The IT Systems Support Analyst position is the first point of call to the IT department. You will need to be able to provide technical support to users in an efficient and accurate manner. The goal of the role is to make sure that the customer value is maintained with high standards. 

The main responsibilities of the position include (but not limited to):

• To provide 1st and 2nd line technical support, answering support queries via phone, email, and service desk requests.
• Face-to-face support for Head Office Staff, for all initial faults, queries, and IT related issues.
• Administer the Service Desk system, ensuring all incidents are entered into the system, and maintain the information to ensure its timeliness, accuracy, relevancy, escalation, and status.
• Provide an excellent level of customer service to callers, by providing them with appropriate support response and friendly communication.
• Ensure all relevant IT records are updated whenever appropriate. 
• Maintain general IT documentation and resources, including SharePoint, Knowledge Centre, FAQ’s, manuals, licenses, media, etc.
• Process moves, additions and changes of users and stores (POS).
• Assist other IT team members with manual tasks where possible such as manual handling of equipment or work in the server room.
• Assist other IT team members in producing internal documentation.
• Share the IT support mobile phone on a roster, to provide after-hours remote support for broad issues, providing fault rectification or escalation to the appropriate party where appropriate.
• Provide assistance and advice to stores in relation to their general IT queries.
• Have knowledge of operating systems, hardware operation, leading software, basic LAN/WAN knowledge and Retail Directions - SMS Point of Sale and RMS.
• Desktop platforms - Windows 7 and 10, Apple iOS.
• Basic working knowledge of virtualisation / hypervisor technologies such as VMware.
• Assist in maintaining a secure network by using security tools such as FortiEDR, EMS and other related applications.
• Working knowledge of Active Directory, creation, and deletion of user accounts.
• Working knowledge of on prem and cloud-based applications such as AD (Azure and Exchange 365).
• Working knowledge of SD-WAN, networking and wireless methodologies and troubleshooting (Aruba, FortiGate).
• Ad hoc project related work such as new store setups, new initiatives, and innovations to assist with the growth and development of the department and organisation.

Why You will Be the Perfect Fit:

• Applicable knowledge and experience in a similar role is essential
• Experience working closely with all levels of staff within an organization
• Tertiary qualifications in Information Technology or related disciplines
• Knowledge of ITIL based service management practices
• Experience in retail or wholesale industry dealing with multiple sites
• Exposure cyber security processes and procedures
• Attention to detail with a positive “can do” attitude
• Ability to cope with changing project and task priorities
• Strong organisational skills
• Ability to work independently and show initiative
• Willingness to learn and to take responsibility for a variety of tasks, as required
• Have the flexibility to work on a rotating shift and on-call
• Empathy for staff and customer focused
• Is comfortable liaising with customers of varying expertise
• Able to explain technical issues without using jargon and can understand related business impacts
• Responds well to unexpected events and can troubleshoot complex issues in an efficient and timely way
• Seeks outside assistance and can collaborate well with specialists across diverse technologies and IT disciplines
• Enjoy communicating with people with patience, energy and respect

We Would Love to Hear from You:

If you have the skills, experience and motivation to succeed in this role and want to be part of a friendly and supportive team environment we want to hear from you. Apply now to find out more!