IT Support Analyst

About the role

As an IT Support Analyst you will provide high-quality Level 1 and Level 2 technical support to Lovisa’s retail stores, support centres and distribution centres. Working within the Global Service Delivery function you will ensure users receive prompt assistance while maintaining the stability and security of the IT environment. The role is full-time, night-shift (11 pm‑8 am) and may include weekend and public-holiday coverage on a rotating roster.

Key responsibilities

• Deliver Level 1 and Level 2 support to remote stores, support centres and warehouses, with occasional on-site visits.
• Maintain operation, stability and integrity of hardware, PCs, peripherals and server/network infrastructure.
• Assist with technical setup for new store openings and manage user onboarding/off‑boarding.
• Identify, manage and escalate IT security concerns.
• Liaise with IT suppliers and vendors for incidents, problems and procurement.
• Maintain accurate hardware and software asset registers.
• Support ticket management in the Service Management platform and ensure service‑level targets are met during overnight trading.
• Collaborate with Service Desk, Infrastructure, Data and Applications teams for effective escalation.

Required profile

• Proactive, customer‑focused IT professional with strong communication skills.
• Tertiary qualification in Information Technology or related discipline, or equivalent experience.
• 2–3 years of experience in an IT support role, preferably within a retail environment.
• Ability to work independently on night shifts and adapt to rotating weekend schedules.

Required skills

• Level 1 technical support
• Level 2 technical support
• Hardware troubleshooting
• Network infrastructure knowledge
• IT security awareness