IT Service Operations Support Analyst

About the role

Musgrave is seeking an IT Service Operations Support Analyst to deliver high‑quality, timely IT support to its SuperValu and Centra retailers. This 12‑month contract role focuses on remote assistance, incident management and continuous improvement of IT services across the group.

Key responsibilities

• Provide expert support for retailer‑facing hardware such as ePOS systems, PCs, printers and network equipment.
• Handle inbound incidents, perform initial triage and maintain detailed ticket records.
• Collaborate with internal teams and third‑party providers to resolve issues and ensure retailer satisfaction.
• Track, document and report incidents, identifying trends and improvement opportunities.
• Assist with upgrades, decommissioning and the deployment of new services.
• Update and share knowledge articles on fixes and work‑arounds.

Required profile

• Minimum 2 years of experience in an IT support role, preferably at 3rd‑level support.
• Proven ability to work in a fast‑paced environment with changing priorities.
• Strong communication skills and a customer‑focused mindset.
• Experience with IT operational support processes and incident management.

Required skills

• ePOS systems
• PC hardware
• Printers
• Network equipment
• IT ticketing systems

What we offer

• Career development opportunities within a leading family‑owned business.
• Collaborative environment with a passionate team.
• Exposure to a wide range of retail IT technologies.