Job Description

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.

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This full-time position offers a rewarding opportunity to work in a fast-paced, collaborative setting and contribute to the overall success of our organisation.

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What you'll be doing

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Troubleshooting and resolving level 1 & 2 incidents within SLAs, escalating to senior team members if necessary

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Updating incidents in the ITSM platform, providing detailed documentation of troubleshooting steps and resolutions

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Installing and configuring laptops, desktops and mobile devices

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Onboarding and offboarding users, mailbox administration as well as on-going asset management

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Maintaining IT security policy across the user base

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Supporting MS teams & Zoom rooms, as well as cloud-based phone systems

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Project activities (migration, integration, upgrades, rollouts) as directed. Sometimes afterhours and weekends. Occasional interstate travel

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Maintaining the accuracy of IT documentation, knowledge base articles, and support procedures

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Participate in a rotating shift roster between 6:00am and 5:30pm

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What we're looking for

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Minimum of 3 years' experience in an IT Service Desk support role

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Strong troubleshooting skills, ability to quickly identify and resolve end-user issues

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Excellent customer service and communication skills (verbal and written). Practice active listening skills to better engage with customers

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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

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A keen awareness for identifying potential operational and cyber security risks

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A good understanding of networking; DNS, DHCP, VPN, WiFi. Monitoring, cabling and patching. Ability to troubleshoot basic network connection issues

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Multitasking skills – the ability to work on multiple incidents simultaneously and prioritise them

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Willingness to travel to any of ARA Group's offices as required

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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.

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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