Desktop Support Graduate

About Us

We are a major retail organisation, with our head office based in Melbourne.

About the Role

The purpose of the Desktop Support Graduate role includes:

• To provide ongoing phone support, remote troubleshooting and training on all system applications running at stores and Support Group.
• To monitor and maintain all incidents logged in the incident management software.
• To offer all Support Group Team Members the first point of call for support for all their IT systems and applications issues.
• To give feedback and advise the IT Department on system usage, user difficulties, software defects and areas for improvement.

Role Responsibilities

Provide 1st & 2nd Level IT Support to stores and support group via phone and in-person, including, but not limited to the following systems:-

• POS software and hardware, including EFTPOS.
• Mobile/PDA devices.
• LAN and WLAN networks (stores).
• Telstra services, including PSTN, ISDN and ADSL.
• PABX and IP-based phone systems (stores).
• Assist users with PCs, laptops, mobile phones printers, software and/or hardware technical issues & difficulties.
• Prioritise issue resolution to ensure minimal impact of incidents.
• Ensure all BOS & POS systems are operating in a secure and stable environment.
• IT call login software maintenance.
• Support other IT Teams.
• Perform basic systems administration tasks.
• Incident and request lifecycle management.

Essential skills

• Strong Telephone and Communication Skills.
• Tertiary qualification in IT.
• Ability to work effectively in a fast-moving and changing environment.
• Ability to perform under pressure.
• Ability to work to a deadline, encompassing good time management.
• Ability to work in a team, whilst also being able to work unsupervised.
• Knowledge of Windows operating systems.
• Experience in troubleshooting hardware and software issues.

Desirable Skills

• Experience in POS or other retail systems is preferred but not essential.
• ITIL qualification is preferred but not essential.
• Experience working in a retail environment is preferred but not essential.

This role amounts to $55,582 including superannuation for a Graduate working full-time for 12 months.