Helpdesk Support Officer

Reporting To

IT Manager

Purpose of the Role

To provide first and second-line IT support to stores and Head Office users, ensuring the timely resolution of incidents, service requests, and technical issues while maintaining high levels of customer satisfaction and operational efficiency.

Key Responsibilities

Service Desk Support

• Provide Level 1 and Level 2 technical support to users.
• Log, track, and manage support tickets through the service desk system.
• Diagnose and resolve hardware, software, and network-related issues.
• Escalate complex incidents to the appropriate teams when required.

End User Support

• Support desktops, laptops, mobile devices, and peripherals.
• Install, configure, and maintain software applications.
• Troubleshoot and support printers, scanners, and other office equipment.
• Assist users with Microsoft 365 and related business applications.

Store Support

• Provide remote and onsite support to retail outlets.
• Support new store openings, relocations, and refurbishments.
• Troubleshoot and resolve Point of Sale (POS), payment terminal, and connectivity issues.
• Ensure store systems remain operational and minimise downtime.

Asset Management

• Maintain an accurate inventory of IT assets and equipment.
• Prepare, configure, and deploy new hardware and software.
• Coordinate repairs, replacements, and warranty claims.
• Liaise with infrastructure vendors and external IT suppliers to resolve issues and support projects.

Experience & Qualifications

• 1–3 years of experience in an IT support or helpdesk role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting retail environments is considered an asset.
• Experience with and knowledge of Microsoft Azure services.
• Good understanding of Windows operating systems, networking concepts, and Microsoft 365.
• Strong communication and customer service skills.

Key Performance Indicators (KPIs)

• First-call resolution rate.
• Average ticket resolution and closure time.
• User/customer satisfaction levels.
• Responsiveness to store support requests.
• Accuracy and maintenance of IT asset records.
• System and store uptime support performance.