Service Desk Analyst

About the role

NRW Holdings is seeking a Service Desk Analyst to join its IT Support team in the Perth CBD head office. You will be the first point of contact for IT support, resolving technology issues remotely by telephone and email, recording interactions in the ITSM toolset and escalating issues to second-level teams as needed. Strong customer service skills are essential because you support internal clients.

Key responsibilities

• Liaise with employees about queries and troubleshoot IT issues within the business
• Provide system and infrastructure support to functional areas
• Offer basic informal training to users on approved software
• Create and maintain an internal knowledge base and user documentation
• Install and configure software packages
• Monitor systems and networks to ensure optimum performance
• Set and control security levels and system access
• Maintain the asset management register and ITSM tools
• Take part in the service desk on-call roster

Required profile

• Previous experience in a similar role; experience in the resource sector is highly desirable
• High level of customer service skills
• Excellent analytical and problem-solving skills
• Strong troubleshooting abilities

Required skills

• In-depth understanding of computers, operating systems, networking and applications
• ITSM tools and asset management register maintenance

What we offer

• Competitive salary and long-term employment prospects
• Income protection insurance, Employee Assistance Program and discounted private health insurance
• Paid parental leave, salary sacrifice options and novated leases
• Free gym access in the Perth CBD building
• Employee discounts with over 450 retailers