IT Systems Support Analyst

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
• 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

We’re seeking an IT Systems Support Analyst to join our IT team as a first point of contact for technical support across Head Office and our store network. This is a hands-on role for someone who enjoys troubleshooting, customer service and solving problems across a broad technology environment.

Reporting to the IT Infrastructure and Services Manager, you’ll provide 1st and 2nd line support via phone, email, service desk and face-to-face assistance. You’ll manage incidents through to resolution or escalation, maintain accurate IT records and documentation, and support users across hardware, software, network and retail systems.

• Provide 1st and 2nd line technical support to Head Office and store teams across service desk, phone, email and face-to-face channels.
• Log, manage, prioritise and escalate incidents through the Service Desk, ensuring records remain accurate, timely and up to date.
• Troubleshoot user, hardware, software, network, wireless and Point of Sale issues, providing clear and customer-focused support.
• Administer user and store changes, including account creation and deletion, moves, additions and changes across relevant systems.
• Maintain IT documentation, knowledge resources and records, including SharePoint, FAQs, manuals and licensing information.
• Support network and endpoint security tools, cloud and on-premise applications, and basic virtualisation technologies.
• Participate in the after-hours support roster and escalate broader issues to the appropriate specialist when required.
• Contribute to IT projects including new store setups, new initiatives and technology improvements.

You will bring:

• Tertiary qualifications in Information Technology or a related discipline.
• Relevant experience in a similar IT support or service desk role.
• Knowledge of ITIL-based service management practices.
• Working knowledge of Windows desktop environments, Apple iOS, Active Directory, Microsoft 365 / Exchange, networking and wireless troubleshooting.
• Exposure to retail or multi-site environments, Point of Sale systems and cyber security processes is highly regarded.
• Strong troubleshooting, organisation and prioritisation skills, with the ability to respond calmly to unexpected issues.
• Excellent communication and customer service skills, including the ability to explain technical issues without jargon.
• A proactive, positive and adaptable approach, with the ability to work independently and contribute as part of a collaborative IT team.
• Flexibility to participate in rotating shifts and on-call support.

Our values guide how we work every day:

Accountability | Integrity | Respect | Teamwork | Leading by Example | Enjoyment

• Staff product discounts
• Broad exposure across Head Office, stores and a multi-site retail technology environment
• Hands-on experience across service desk, infrastructure, security and retail systems
• Supportive, collaborative head office team