IT Support Analyst

Lovisa is fast-fashion Retail

Lovisa is global, and its growth is infectiously energetic

See us at careers.lovisa.com

The role

As an IT Support Analyst, you will be responsible for delivering high-quality Level 1 and Level 2 technical support to Retail Stores, Support Centres and Distribution Centres. Working as part of our Global Service Delivery function, you will ensure users across the business receive prompt, effective support while maintaining the integrity, stability and security of our IT environment.

This is a full-time, office-based position working across a rotating shift pattern. Team members typically remain on the same shift for 1–2 months before rotating. Shift patterns include morning 7:00am–4:00pm and afternoon 2:00pm–11:00pm.

To support our retail operations, the role may require weekend and public holiday coverage as part of a rotating roster. Where weekend or public holiday shifts are worked, employees will receive two days off during the week.

Key responsibilities include:

• Providing Level 1 and Level 2 technical support to Stores (primarily remote, with occasional site visits), Support Centres and Warehouses.
• Ensuring a high standard of IT support in accordance with global IT policies and procedures.
• Maintaining the operation, stability and integrity of hardware, PCs, peripherals and server/network infrastructure.
• Assisting with the technical setup and support of new store openings.
• Identifying, managing and escalating IT security concerns where required.
• Managing user onboarding and offboarding, including equipment allocation and system access requirements.
• Liaising with IT suppliers and vendors to manage requests, incidents, problems and procurement activities.
• Working closely with Service Desk, Infrastructure, Data and Applications teams to ensure effective support and escalation management.
• Maintaining accurate hardware and software asset registers.
• Assisting with user training and helping maximise the effective use of IT solutions.
• Supporting global incident resolution and contributing to the continuous improvement of IT services.
• Ensuring the quality, accuracy and timely management of tickets within the Service Management platform.
• Participating in support rosters and ensuring service levels are maintained across all operating hours.
• Providing critical support to retail stores and business operations across multiple time zones as part of a rotating shift environment.

Key Performance Indicators

• Ticket resolution and closure volumes.
• Call response and handling performance.
• Effective troubleshooting and issue resolution.
• High levels of customer service and communication.
• Successful collaboration within a shift-based support environment.

About you

You are a proactive and customer-focused IT professional who enjoys solving technical issues and delivering exceptional support. You thrive in a fast-paced environment, take ownership of your work, and work effectively with stakeholders at all levels.

You will have:

• A tertiary qualification in Information Technology or a related discipline, or equivalent practical experience.
• 2–3 years' experience in an IT Support, Service Desk or Technical Support environment, ideally within a retail or similar multi-site environments.
• Demonstrated problem-solving and analytical skills.
• Strong customer service skills with a user-focused approach.
• Excellent written and verbal communication skills.
• The ability to build effective working relationships across teams and varying levels of the business.
• Ideally experience supporting retail technology environments and Point of Sale (POS) systems.
• A strong understanding of retail operations and troubleshooting store-based technology issues.
• A positive, flexible and proactive attitude.
• Experience working with ticket management systems and support processes.
• Additional language skills in Spanish, German, Polish or French would be highly regarded.
• Previous experience working rotating shifts, extended support hours, 24/7 Service Desk environments or global support functions will be highly advantageous.
• The ability to adapt to changing shift patterns while maintaining a high level of customer service and technical support.

Benefits

• Join a growing global retail business with a collaborative and supportive culture.
• Opportunity to work across a diverse technology environment supporting stores and teams globally.
• Exposure to a wide range of IT systems, infrastructure and projects.
• Ongoing learning and development opportunities.
• The chance to contribute to continuous improvement initiatives and business-critical projects.

We believe in supporting diverse cultures and harnessing the unique knowledge and experience of our team. We celebrate our global presence, by supporting our culturally diverse team around the world.