IT Support Analyst

About the role

The IT Support Analyst will be the primary point of contact for all Hermès Australia Service Desk interactions, delivering fast, reliable support to end‑users across the business. Working from the head office, you will manage incidents, fulfil service requests and ensure the smooth operation of store and corporate IT environments.

Key responsibilities

• Provide day‑to‑day support for Hermès Australia IT infrastructure under the direction of the IT Manager.
• Act as the main Service Desk contact via phone, email, walk‑up and web portal, handling incidents from logging to resolution.
• Process service requests, including procurement, provisioning and installation of hardware and software.
• Set up and maintain IT environments for stores, corporate offices and iOS devices.
• Administer user accounts, manage backups and perform file restoration.
• Troubleshoot hardware and software issues, escalating complex problems and coordinating with vendors.
• Support business‑critical applications such as Cegid and other internal retail systems.
• Maintain accurate IT asset lifecycle records and conduct regular inventory audits.
• Collaborate with the Singapore IT team on standards and regional initiatives.
• Develop and update documentation, SOPs and knowledge‑base articles.
• Recommend hardware and software solutions that meet operational needs.

Required profile

• 1–2 years of experience in an IT Service Desk or End‑User Support role.
• Degree or diploma in Computer Science, IT, 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 skills.
• Detail‑oriented, able to manage multiple priorities in a fast‑paced environment.

Required skills

• Apple iOS device support
• ITIL (Foundation) practices
• Backup management and file restoration
• IT asset lifecycle management
• Cegid retail application support