Helpdesk Support Analyst

Helpdesk Support Analyst (Retail, Point of Sale, Hardware Services) Megabus Software Pty Ltd (an independent company within the Vela Software group ) is a recognised industry leader in software development, specialising in delivering comprehensive, end-to-end enterprise and business management solutions. Our offerings include robust software, accounting tools, and customised solutions designed to support the needs of independent businesses, multi-company operations, multi-location enterprises, as well as both franchise and single-entity structures. For over 40 years, we have proudly served the tyre and automotive industries across Australia, New Zealand, Southeast Asia, and North America, empowering businesses to streamline operations and achieve their goals with confidence. About the role As a Helpdesk Support Analyst reporting to our Customer Operations Manager , you will play a vital role in delivering exceptional service to our valued customers in the automotive industry. You’ll provide expert assistance with our Marlin suite of software products —a comprehensive, all-in-one solution tailored to meet the needs of tyre and mechanical workshops of all sizes. In this role, your expertise will be pivotal in supporting a diverse range of business functions, including Point of Sale (POS), Payroll and Hardware services . By addressing customer inquiries with efficiency and care, you’ll contribute to their ongoing success and satisfaction while strengthening Megabus Software’s reputation as a trusted industry leader. Your key responsibilities include the following Providing technical support for our Marlin Software, using your IT and software knowledge to help our customers: Guide users through specialist tyre & mechanical workflows Assisting with the rapid inventory features, helping them quote accurate prices every time with markups, discounts, packages, specials & promotions Assisting with the back office operations of our customers, ensuring they understand and correctly use the built-in accounting features of our Marlin Software Answering questions and providing quick solutions to issues related to Marlin Software using our dedicated customer portal and other resources Supporting customers to seamlessly connect online websites and sell parts and accessories via popular marketplaces with live inventory price, availability & ordering Key Duties Provide technical support for our software solutions Investigate, diagnose and resolve issues associated with databases, communications and code Follow the management of the case through to a resolution Determine the most effective manner to solve or escape cases within prescribed Service Level Agreements and Megabus help desk procedures and policies Maintain a high level of professionalism and empathy when dealing with customers Required Skills & Experience We are seeking a highly motivated IT Helpdesk support professional with exceptional presentation and customer service skills. Candidates with proven automotive, point of sale, finance/bookkeeping/accounting, e-commerce, and retail experience will be highly regarded. Essential skills and experience include: Demonstrated ability to express IT proficiency and aptitude Excellent written and verbal communication skills Ability to prioritise tasks and manage time effectively A proven willingness to take ownership of problems and follow through to resolution An appropriate attitude for professional growth and long-term involvement in the IT industry Highly Regarded Hands-on experience providing support in a Microsoft or Linux environments Experience supporting business applications Financial, bookkeeping and Payroll experience an advantage Experience in a retail, e-commerce, and business management setting Experience in remote diagnosis and resolution of software, hardware and network problems If you’re passionate about contributing to our vision of empowering tyre and mechanical workshops to seamlessly integrate and manage every aspect of their operations, we’d love to hear from you. Apply now directly via SEEK to ensure the Hiring Manager has immediate access to your application and responses to the accompanying application questions Megabus Software Pty Ltd is proud to be an Equal Employment Opportunity Employer. #J-18808-Ljbffr