We are looking for a capable Helpdesk Support Analyst to support a range of systems across a national retail environment.

This role is ideal for someone with a solid IT support foundation who wants to expand into Microsoft 365, Salesforce, and retail system support. You’ll handle day-to-day support while gaining exposure to more complex issues and business systems.

A key focus of this role is supporting Salesforce-based customer service workflows, with training and development provided.

Key Responsibilities

• Provide support across Windows environments and end-user devices
• Support Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive)
• Manage users and access in Active Directory and Entra ID
• Triage and resolve tickets across standard IT platforms
• Provide Salesforce user support
• Assist with basic networking issues (e.g. connectivity, VPN)
• Support endpoint setup, imaging, patching, and peripherals
• Assist with store systems and devices in a retail environment
• Use remote support tools
• Contribute to process and automation improvements
• Follow ITIL-based incident and request processes

Soft Skills

• Strong communication and customer focus
• Willingness to learn and grow across systems
• Good problem-solving and attention to detail
• Team-oriented with a proactive approach
• Willing to participate in on-call rotation

Qualifications

• Experience in a Helpdesk or IT Support role preferred
• Bachelor’s Degree in IT or related field preferred, or equivalent practical experience.
• Basic knowledge of Windows, Microsoft 365, and Active Directory
• Exposure to ticketing systems and structured support processes
• Interest in Salesforce and enterprise systems
• Retail IT experience highly regarded
• Relevant certifications are a plus (Microsoft, ITIL)