IT Support Analyst

The Opportunity:


* As the IT Support Analyst, you will be the trusted point of contact for all Hermès Australia Service Desk interactions, ensuring a smooth and responsive experience for end users.

From managing incidents and service requests, to setting up and supporting store and corporate hardware, you will play a key role in enabling daily operations across the Hermès Australia business.

Based in our Head Office, this is a fully on-site position requiring in-person attendance five days per week.

Key Responsibilities:


* Provide day-to-day support for the Hermes Australia IT infrastructure under the direction of the IT Manager.


* Act as the primary IT service desk contact for end users via phone, email, walk-up, and web portal, delivering timely and high-quality customer support.


* Manage incidents end-to-end, including logging, categorization, prioritization, and escalation, ensuring prompt resolution in line with service level expectations.


* Fulfill IT service requests, including procurement, provisioning, and installation of hardware and software.


* Perform site setup and provide ongoing support for IT environments, including end-user devices, retail systems, and iOS devices.


* Administer user accounts and access (moves, adds, changes, deletes), including backup management and file restoration.


* Troubleshoot and resolve hardware and software issues; escalate complex problems and coordinate with external vendors where required.


* Support users with business-critical systems, including Cegid and other internal retail or enterprise applications.


* Maintain accurate IT asset lifecycle management, including tracking, allocation, and decommissioning of equipment.


* Conduct regular IT asset inventory audits and ensure accurate tracking of asset movement (onboarding/offboarding).


* Collaborate with the Singapore IT team to align on standards, share knowledge, and support regional initiatives.


* Develop and maintain IT documentation, including standard operating procedures and knowledge base articles.


* Evaluate and recommend hardware and software solutions to meet business and operational needs.


* Ensure adherence to IT policies, security standards, and best practices across all supported environments.


* Support IT projects and continuous improvement initiatives as required.

About You:


* 1-2 years experience in an IT Service Desk or End User Support role, with a strong focus on customer service and issue resolution.


* Degree or diploma in Computer Science, Information Technology, Engineering, or a related field.


* ITIL Foundation certification (or working knowledge of ITIL practices) preferred.


* Hands-on experience supporting Apple iOS devices and mobile environments.


* Strong customer-service mindset with excellent communication and interpersonal skills; able to engage effectively with both technical and non-technical users.


* Hig...