IT Service Desk Analyst (Perth)

About the role

ARA Group is looking for an experienced IT Service Desk Analyst to join its Perth office. The role provides level‑1 and level‑2 technical support to employees, ensuring incidents are resolved quickly and in line with service‑level agreements.

Key responsibilities

• Troubleshoot and resolve hardware and software incidents for end‑users (Level 1 & 2).
• Install, configure and maintain laptops, desktops and mobile devices.
• Log, monitor and manage incidents and service requests.
• Onboard and offboard users, manage mailboxes and maintain asset records.
• Enforce IT security policies across the user base.
• Support Microsoft Teams, Zoom Rooms and cloud‑based phone systems.
• Participate in projects such as migrations, integrations, upgrades and roll‑outs, including occasional after‑hours work and interstate travel.
• Maintain documentation, knowledge‑base articles and service records.
• Work within a rotating shift roster covering 6:00 am to 5:30 pm.

Required profile

• Minimum five years of experience in an IT Operations or Service Desk role.
• Strong troubleshooting ability and capacity to handle multiple incidents simultaneously.
• Excellent verbal and written communication with a customer‑focused attitude.
• Active listening skills and the ability to prioritize work effectively.

Required skills

• Microsoft Active Directory and Azure AD.
• Exchange Online, Remote Desktop Services (RDS) and Microsoft 365.
• Windows 11 operating system.
• Intune MDM and related security tools.
• Networking fundamentals: DNS, DHCP, VPN, Wi‑Fi and basic network troubleshooting.
• Microsoft Teams, Zoom Rooms and cloud‑based phone system support.