Senior IT Help Desk Analyst (Level 2‑3)

About the role

We are seeking a proactive Senior Help Desk Analyst (Level 2‑3) to provide advanced technical support across our fast‑paced retail environment. You will act as the primary escalation point, ensuring our technology infrastructure remains reliable, secure, and aligned with business needs.

Key responsibilities

• Deliver Level 2‑3 support for hardware, software, networking, Microsoft 365, and business applications.
• Serve as the main escalation point for complex incidents and service requests.
• Maintain and continuously improve the Apparel21 ERP system and related applications.
• Identify automation opportunities and support integrations between business systems.
• Administer Microsoft 365, Active Directory, Azure/Entra ID, Intune, cloud services, servers, and end‑user devices.
• Monitor system performance, coordinate upgrades, testing, and technology deployments.
• Manage hardware procurement, asset lifecycle, and technology rollouts across stores, warehouses, and head office.
• Create and maintain technical documentation, procedures, and user guides.
• Provide user training and support to maximise system adoption.
• Collaborate with vendors and technology partners to ensure high‑quality service delivery.
• Support cybersecurity initiatives, backups, disaster recovery, and business continuity planning.

Required profile

• Minimum 3 years of experience in IT support, helpdesk, or systems support.
• Strong troubleshooting skills across infrastructure, networking, end‑user computing, and business systems.
• Experience working in a retail environment or supporting ERP/POS solutions.
• Proven ability to manage competing priorities in a fast‑moving setting.
• Excellent communication and stakeholder management abilities.

Required skills

• Microsoft 365
• Windows operating systems
• Active Directory
• Azure/Entra ID
• Intune
• Cloud services (e.g., Azure)
• Server administration
• Networking fundamentals
• ERP systems (Apparel21 or similar)
• POS systems
• IT service management tools