About the role
ARA Group is seeking an experienced IT Service Desk Analyst to join our dynamic teams in Northwest Sydney NSW and Melbourne VIC. 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.
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 and resolving level 1 & 2 incidents within SLAs, escalating to senior team members if necessary
Updating incidents in the ITSM platform, providing detailed documentation of troubleshooting steps and resolutions
Installing and configuring laptops, desktops and mobile devices
Onboarding and offboarding users, mailbox administration as well as on-going asset management
Maintaining IT security policy across the user base
Supporting MS teams & Zoom rooms, as well as cloud-based phone systems
Project activities (migration, integration, upgrades, rollouts) as directed. Sometimes afterhours and weekends. Occasional interstate travel
Maintaining the accuracy of IT documentation, knowledge base articles, and support procedures
Participate in a rotating shift roster between 6:00am and 5:30pm
What we're looking for
Minimum of 3 years' experience in an IT 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, Azure AD, Exchange Online, RDS, Microsoft 365, Windows 11. Exposure to Intune MDM and security tools
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 basic network connection issues
Multitasking skills – the ability to work on multiple incidents simultaneously and prioritise them
Willingness to travel to any of ARA Group's offices 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.
level 1 & 2 technical support in Melbourne employer: ARA Group
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