IT Service Desk Associate

This role is Wednesday to Sunday

Wallace Bishop is looking for an IT Service Desk Associate to join our team as the first point of contact for all things IT — supporting our people, our stores, and the technology that keeps the business running smoothly.
If you love solving problems, take pride in getting the details right, and enjoy being the person others rely on when something's not working, we want to hear from you.

What you'll be doing

• Answering incoming calls and logging, tracking and resolving IT i ---------- and requests through our service desk system
• Installing, configuring and supporting Point of Sale systems, workstations, printers, hardware and software
• Troubleshooting performance issues, rolling out software upgrades, and keeping systems secure
• Providing remote support to store and head office users using remote access tools
• Assisting with onboarding and offboarding, account creation, and access management
• Maintaining accurate asset records and system documentation
• Building and maintaining our knowledge base so common issues get resolved faster next time
• Liaising with vendors and store managers to schedule maintenance with minimal disruption to trade
• Occasional national travel to support the rollout, maintenance or decommissioning of IT systems

What you'll bring
Essential

• A qualification in Information Technology, Computer Science or a related field
• Proven experience in a similar IT service desk or technical support role
• Strong understanding of IT systems, applications, hardware and software
• Experience handling IT i ---------- and managing service requests
• Excellent written and verbal communication skills, with a genuine customer-first attitude
• Strong attention to detail and the ability to accurately document and track your work
• The ability to stay calm and deliver under pressure in a fast-paced environment
• Comfortable working independently as well as part of a team

Nice to have

• ITIL Foundation certification
• Microsoft 365 Fundamentals certification (or equivalent hands-on experience)
• Relevant vendor certifications (e.g. Microsoft Certified Professional, CCNA)
• Experience working with managed service providers or external vendors
• Exposure to retail or POS environments
• Experience with remote troubleshooting tools

Why join us
You'll be part of a close-knit IT team where your work has a direct, visible impact every ticket you close and every issue you prevent keeps our stores and people running. It's a role with variety, room to grow your technical skillset, and genuine ownership over the service our staff receive.