IT Support Analyst

Lovisa is fast-fashion Retail

Lovisa is global, and its growth is infectiously energetic

See us at careers.lovisa.com

Position Purpose And Expectation

IT Support Analysts are responsible for the delivery of quality Level 1 and 2 technical support to Retail Stores, Support Centres and

Warehouses. They work largely within their home time zone as part of Lovisa’s global Service Delivery function to supporting IT services across the organisation.

IT Support Analysts Are Responsible To

• Ensure Lovisa Stores, Support Centres and Distribution Centres are receiving a high standard of IT support in accordance with Global IT policies.
• Deliver prompt Level 1 and 2 support services to Stores (remote, however physical visits required at times), Support Centres and Warehouses.
• Maintain integrity, stability and operation of all hardware, server/network infrastructure, PC’s and peripherals.
• Assist with the setup of new stores from a technical perspective.
• Identify and manage IT security concerns.
• Assist with providing user training in the use of Lovisa IT solutions.
• Liaise with IT equipment and software suppliers to ensure Lovisa is treated with priority regarding Requests, Incidents, Problems and pricing.
• Procure IT Hardware and Software within defined IT policies.
• Work with Level 2 and 3 teams (IT Support Engineers as well as Infrastructure, Data, Applications teams) to ensure effective support and escalation management.
• Work with the Level 1 – Global Service Desk to ensure effective ticket management and ongoing development of Knowledge Articles.
• Manage on-/off-boarding of all regional team members including their equipment and IT access requirements.
• Ensure accurate and complete registers of the location of all hardware and software.
• Assist other IT teams to resolve incidents occurring throughout the world.
• Contribute towards the continuous improvement of all IT services.
• Be part of a rotating 7 day support roster. Standard hours fall within an 8am-5pm.
• Occasionally work outside normal business hours to support the above.
• Perform other duties and special projects (within an individual’s skill and competency level) as required.
  
  

Required Skills And Attributes

• Tertiary qualification (or relevant experience to match) in Information Technology or related discipline.
• Good written and verbal communication skills.
• Analytical mindset.
• Proactive, can-do attitude.
  
  

Administration

• Ensure punctuality, quality and accuracy of all Tickets in our Service Management tool.
• Ensure reports are submitted in a timely manner to meet required deadlines.
• Ensure adherence to company policies and procedures, while continually keeping abreast of changes as they occur.
• Ensure annual leave does not impact key retail trading periods for Lovisa.
  
  

We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence, by supporting our culturally diverse team around the world.