IT Support Analyst - Level 2 | Melbourne - East (VIC)

Job Description

• Work across our amazing brands – Bonds, Sheridan and Bras N Things
• Deliver amazing IT support to our retail teams
• Health & wellbeing programs, hybrid, and flexible working options

A bit about the role

We are currently looking for an IT Support Analyst to join our Application Support team on a 12 month fixed term contract. Based at our Kew (Melbourne) office or Pyrmont (Sydney) office, this is a fantastic opportunity for someone with a strong desire to learn and develop their career in the in IT space with a background in Retail.

As an IT Support Analyst, your primary focus will be providing 2^nd level support to key stakeholders across the entire business and escalating cases as required. You will need to be highly customer service focused as stakeholders will be contacting the team via phone or email with anything from simple enquiries, process interruption queries, to critical business issues.

Reporting to the Retail & Packaged Application Support Team Leader, your role will be to working closely with the other application support team members as well as the broader IT teams. Whilst you are starting out, you will have the full support of the experienced people in your team and the broader IT team to ensure your smooth transition into the role.

What are the roles key accountabilities?

• Answering and resolving help desk calls
• Recording of help desk call within call management system
• Providing advice to end users on correct and efficient use of systems
• Manage assigned help desk queues
• Updating customers on the progress of their case
• Contribute to IT team with on-call IT support, weekday afterhours and weekend store support

What experience/skills do I have? 

• Experience in similar or related role desirable
• Retail experience  
• Experience with retail directions desirable
• Passion for IT and Customer Service
• Ability to show initiative when working
• Someone who is adaptable and can work across a variety of tasks

What can we offer you?

• Work for an amazing brand that's an Aussie household name … work with inspiring cross-functional teams and stakeholders … join a business with an unrivalled culture … what's not in it for you?!
• Genuine commitment to global sustainability https://hbisustains.com/
• Huge staff discounts across all the amazing brands in the Hanes portfolio … we're talking huge savings on Bonds, Champion, Sheridan, Bras N Things, Berlei, Jockey - and more!
• Sample sales and extended family and friends discounts
• Wellness Programs - regular free skin checks, flu shots, remedial massages, Employee Assistance Program, fresh fruit delivered on-site  
• Access to awesome perks, including corporate discounts, novated car leasing, Employee Assistance Program, Parental Leave Program
• Monthly business updates from our CEO and Senior Leadership Team, with regular presentations from our community partners
• "Summer Fun" - take advantage of a half-day leave every fortnight during the summer months and make the most of the sun!
• Company-wide "Golden Yarn" Reward & Recognition Program
• COVID safe, flexible and relaxed office environment with sit-stand desks and a strictly casual dress-code!
• "Lunch & Learn" sessions, with topics including financial management and health & wellness
• Established and committed LEAN organization offering on-going training to all employees

 A bit about us

Hanes Brands Australasia is home to some of Australia's most iconic brands, and we are proud to be part the US powerhouse Hanes Brands Inc, one of the world's largest manufacturer and marketer of basic apparel brands.

We have 18 brands in our portfolio, including Bonds, Champion, Berlei, Jockey, Sheridan and Bras N Things, and a number of offices across Australia and New Zealand. Our Head Office is in Kew, Melbourne; we have multiple sites in Sydney, offices in Auckland and factories in China. We're a household name delivering beautiful comfy products that Aussies just love. And with six hugely successful e-commerce sites, an extensive and rapidly growing store network, amazing and well-established wholesale partnerships and a growing international presence, the future is looking bright!

Cultivating a diverse and inclusive workplace …

Here at Hanes Brands Australasia, we are focused on cultivating a workplace that is diverse, inclusive and vibrant. In fact, we know our both workplace culture and business are only strengthened by our differences. We encourage our employees to bring their true selves to work and support them to reach their full potential both personally and professionally. Therefore, we warmly welcome people of all genders, races, ages and abilities or any other backgrounds or differences to apply to work with us.  #LI-PRIORITY