IT Support Analyst

WHSmith are looking for an Entry Level IT Support Analyst to provide IT & Help Desk support to users across all of our stores.

What you'll be doing:

• Ensure the smooth day-to-day running of the network and services incorporating - PCs, mobile devices, printers and Microsoft 365 services across the WHS sites

• Maintain IT registers holding software, data management and remote access information to ensure all data is current and available for auditing

• When required, work with the IT Systems Manager to install and support temporary remote networks

• Assist the IT Systems Manager with the preparation of reports on progress, work trends and problems

• Assist the IT Systems Manager to develop and maintain a support strategy and service levels to meet the business requirements of the WHS sites

• Ensure all support calls are recorded and allocated in accordance with the agreed support strategy and service levels

• Continually look for opportunities to improve the IT services and advise the team

• Work with the IT Systems Manager to seek opportunities to improve Help Desk Service by tracking current developments in IT technologies

• Support the IT Systems Manager by providing weekend and extended hours support as necessary

• Ensure that all hardware changes are recorded and relevant asset register kept up to date

• Maintaining and updating IT documentation and knowledge base articles to support the Service Desk.

• Maintain a customer service ethos within the Services Desk team

• Opportunity to get involved with project work such a new store openings, office moves and technology rollouts where required (interstate travel may be required from time to time to support stores, projects, or new site setups.)

• Undertaking such other duties as may reasonably be required in the role

What we're looking for:

• Skilled in all aspects of PC services, Windows 365, Microsoft Office products and operating systems

• Accurately convey information and advice to users in non-technical terms across all forms of communication

• Able to communicate effectively in stressful and challenging situations

• Committed to providing excellent customer service to internal customers

• Team player, with strong analytical skills

• A keenness to keep up to speed on trends and developments in IT, Help Desk technologies and Microsoft desk top products

• A keenness to attend training courses as and when required

How we reward our teams:

• Competitive salary and benefits
• Hybrid working (3 days in our Woolloomooloo office)
• Flexible Working
• 4pm Friday Finish
• Enjoy a paid day off to celebrate your birthday!
• Strong commitment to development and internal progression
• A culture and workplace that values wellbeing, inclusion and personal growth
• Annual Bonus based on company and personal performance
• Access to 24/7 wellbeing support through our confidential Employee Assistance Program (EAP).
• Generous employee discounts across a range of our products and with our retail partners.

About us:

WHSmith is an iconic British retailer with proud Australian operations, at the heart of travel, offering books, news, and essentials, designed for life on the move. Our diverse retail brands include WHSmith Retail, InMotion, Kids Stop and The Book Cellar, each dedicated to delivering exceptional customer experiences.

Our stores are located in some of Australia’s busiest airports & Hospitals, providing a dynamic and fast paced work environment that is perfect for a driven individual who thrives on a challenge and is ready to kick start their career.

Our Commitment to Diversity and Inclusion

WHSmith is an equal opportunity employer and considers all applicants for employment. We recognise the importance of equity in all that we do, as well as promoting a culture of inclusion through our policies, procedures and working practices. If you have any support requirements, we encourage you to advise us at the time of your application, so we can assist you appropriately during the recruitment process.

Value our People, Drive for Results, Customer Focus & Accountability.