IT Support Analyst

The Opportunity:

• As the IT Support Analyst, you will be the trusted point of contact for all Hermes Australia Service Desk interactions, ensuring a smooth and responsive experience for end users. From managing incidents and service requests, to setting up and supporting store and corporate hardware, you will play a key role in enabling daily operations across the Hermes Australia business. Based in our Head Office, this is a fully on-site position requiring in-person attendance five days per week.

Key Responsibilities:

• Provide day-to-day support for the Hermes Australia IT infrastructure under the direction of the IT Manager.
• Act as the primary IT service desk contact for end users via phone, email, walk-up, and web portal, delivering timely and high-quality customer support.
• Manage incidents end-to-end, including logging, categorization, prioritization, and escalation, ensuring prompt resolution in line with service level expectations.
• Fulfill IT service requests, including procurement, provisioning, and installation of hardware and software.
• Perform site setup and provide ongoing support for IT environments, including end-user devices, retail systems, and iOS devices.
• Administer user accounts and access (moves, adds, changes, deletes), including backup management and file restoration.
• Troubleshoot and resolve hardware and software issues; escalate complex problems and coordinate with external vendors where required.
• Support users with business-critical systems, including Cegid and other internal retail or enterprise applications.
• Maintain accurate IT asset lifecycle management, including tracking, allocation, and decommissioning of equipment.
• Conduct regular IT asset inventory audits and ensure accurate tracking of asset movement (onboarding/offboarding).
• Collaborate with the Singapore IT team to align on standards, share knowledge, and support regional initiatives.
• Develop and maintain IT documentation, including standard operating procedures and knowledge base articles.
• Evaluate and recommend hardware and software solutions to meet business and operational needs.
• Ensure adherence to IT policies, security standards, and best practices across all supported environments.
• Support IT projects and continuous improvement initiatives as required.

About You:

• 1-2 years experience in an IT Service Desk or End User Support role, with a strong focus on customer service and issue resolution.
• Degree or diploma in Computer Science, Information Technology, 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 and interpersonal skills; able to engage effectively with both technical and non-technical users.
• Highly detail-oriented with strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Proven ability to work collaboratively within a team while also being self-motivated and proactive.
• Experience supporting retail or customer-facing environments is highly desirable.
• Flexible and willing to travel as required to support business operations.
• Fluent in English, with strong written and verbal communication skills.

Eligibility:

• To be an eligible candidate for this position, we kindly ask that you have full working rights within Australia.

Our Commitment:

• Family is at the heart of Hermes. At Hermes Australia, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermes Australia we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermes family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.
• At Hermes, we are proud to be an equal opportunity workplace. It is the policy of Hermes that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, colour, religion, sex, age, nationality, disability, or any other basis prohibited by applicable law.

A creator, artisan and seller of high-quality objects since 1837, Hermes is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermes cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal metiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

Hermes Australia employs over 200 employees and consists of an office in Sydney, with 6 stores across Sydney, Melbourne, Brisbane, Gold Coast and an online presence at Hermes.com. The key values remain the same: high standards & authenticity; elegance & simplicity; imagination & curiosity. As a responsible employer, Hermes Australia is committed to ethics, diversity and inclusion. Join the Hermes adventure and build your bespoke career path!