Overview
ARA Group is seeking an experienced IT Service Desk Analyst to join our dynamic team in Perth, WA. As an IT Service Desk Analyst, you will play a crucial role in providing technical support and resolving IT-related issues (level 1 & 2 technical support) for our employees. This full-time position offers a rewarding opportunity to work in a fast-paced, collaborative environment and contribute to the overall success of our organisation.
What you'll be doing
* Troubleshooting level 1 & 2 end-user incidents within the agreed SLA
* Installing and configuring new or existing desktop or mobile hardware and software
* Logging and monitoring of incidents and requests in the ITSM platform
* Maintaining IT security policy across the user base
* Onboarding and Offboarding users, mailbox administration as well as on-going asset management
* Mobile phone and fixed line support and admin.
* Support of IP telephony systems and video conferencing equipment
* Active participation in incident and problem management activities
* Project activities (migration, integration, upgrades, rollouts) as directed. Sometimes afterhours and weekends. Occasional interstate travel
* Maintaining the accuracy of IT documentation and creation of self-help instructions for users
* Participate in a rotating shift roster between 6:00am and 5:30pm
What we're looking for
* Minimum of 5 years' experience in an IT Operations/Service Desk support role
* Strong troubleshooting skills, ability to quickly identify and resolve end-user issues
* Excellent customer service and communication skills (verbal and written). Practice active listening skills to better engage with customers
* Strong working knowledge of Microsoft technologies including Active Directory, Microsoft 365, Azure, RDS, Office, Windows 11
* SharePoint and OneDrive experience desirable
* A keen awareness for identifying potential operational and cyber security risks
* A good understanding of networking; DNS, DHCP, VPN, WiFi. Monitoring, cabling and patching. Ability to troubleshoot end-user connection issues
* Multitasking skills – the ability to work on multiple incidents simultaneously and prioritise them
* Positive 'can-do' attitude with the ability to work as a team and under pressure when required
* Willingness to travel to any of ARA Group's offices across Perth as required
About us
ARA Group is a leading provider of integrated facilities management solutions, with a strong focus on delivering exceptional customer service. We pride ourselves on our innovative approach, commitment to sustainability and the exceptional quality of our work. As an employer, we value our employees and strive to create a positive, inclusive, and collaborative work environment.
If you are an experienced IT Service Desk Analyst who is passionate about providing excellent customer service, we encourage you to apply for this exciting opportunity. Click the "Apply Now" button to submit your application.
Direct applicants only - No recruitment agencies please
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