Hermès IT Support Analyst
- Location
- SydneyNew South WalesAustralia
- Employment
- Full-Time
- Seniority
- Entry-Level
- Department
- IT & Technology Systems
- Posted
- Jun 5, 2026
About Hermès
This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.
Hermès Australia seeks an IT Support Analyst in Sydney to manage service desk operations, hardware support, and user assistance across retail and corporate environments.
Role & Responsibilities
- Provide day-to-day IT infrastructure support 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
- Manage incidents end-to-end, including logging, categorization, prioritization, and escalation in accordance 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, including backup management and file restoration
- Troubleshoot and resolve hardware and software issues; escalate complex problems and coordinate with external vendors
- Support 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 during onboarding and 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
Qualifications
- 1–2 years of experience in an IT Service Desk or End User Support role
- 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
- High attention to detail with strong problem-solving abilities
- Experience supporting retail or customer-facing environments (highly desirable)
- Full working rights within Australia
- Fluent in English with strong written and verbal communication skills
Skills
Experience
1–2 years in an IT Service Desk or End User Support role, with a strong focus on customer service and issue resolution. Experience supporting retail or customer-facing environments is highly desirable.
Education
Degree or diploma in Computer Science, Information Technology, Engineering, or a related field. ITIL Foundation certification or working knowledge of ITIL practices preferred.
Workplace
The successful candidate will be located in Sydney, New South Wales, Australia.
Culture
The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «IT Service Desk Analyst», «Technical Support Specialist», «IT Help Desk Technician», «End User Support Analyst», «IT Support Technician», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.