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.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 doingTroubleshooting and resolving level 1 & 2 incidents within SLAs, escalating to senior team members if necessaryUpdating incidents in the ITSM platform, providing detailed documentation of troubleshooting steps and resolutionsInstalling and configuring laptops, desktops and mobile devicesOnboarding and offboarding users, mailbox administration as well as on-going asset managementMaintaining IT security policy across the user baseSupporting MS teams & Zoom rooms, as well as cloud-based phone systemsProject activities (migration, integration, upgrades, rollouts) as directed.
Sometimes afterhours and weekends.
Occasional interstate travelMaintaining the accuracy of IT documentation, knowledge base articles, and support proceduresParticipate in a rotating shift roster between 6:00am and 5:30pmWhat we're looking forMinimum of 3 years' experience in an IT Service Desk support roleStrong troubleshooting skills,



ability to quickly identify and resolve end-user issuesExcellent customer service and communication skills (verbal and written).
Practice active listening skills to better engage with customersStrong working knowledge of Microsoft technologies including Active Directory, Azure AD, Exchange Online, RDS, Microsoft 365, Windows 11.
Exposure to Intune MDM and security toolsA keen awareness for identifying potential operational and cyber security risksA good understanding of networking; DNS, DHCP, VPN, WiFi.
Monitoring, cabling and patching.
Ability to troubleshoot basic network connection issuesMultitasking skills – the ability to work on multiple incidents simultaneously and prioritise themWillingness to travel to any of ARA Group's offices as requiredAbout 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 team-oriented 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.
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📌 Level 1 & 2 Technical Support (New South Wales)
🏢 ARA Group
📍 New South Wales