IT Service Desk Agent – Remote Support (Perth CBD)

NRW Holdings; Perth; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Free gym access

Income protection insurance

Employee Assistance Program (EAP)

Discounted private health insurance

Paid parental leave

Salary sacrifice options

Novated leases

Employee discounts platform

Job summary

NRW Holdings is seeking a motivated Service Desk Analyst to join our IT Support team at the Head Office in Perth CBD. You will be the first point of contact for IT support, resolving issues remotely by phone and email, and escalating to second‑level teams when required.

You will help maintain ITSM tools, create knowledge articles, assist users, and participate in on‑call duties as part of a dynamic, safety‑driven workforce.

Qualifications

• Previous experience in a similar role.
• High level customer service skills.
• Experience in a role within the resource sector is desirable.
• Excellent analytical and problem‑solving skills.
• In depth understanding of computers, operating systems, networking and applications.
• Strong troubleshooting abilities.

Responsibilities

• Liaising with employees regarding queries and troubleshooting 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 internal knowledgebase and user documentation.
• Installation and configuration of software packages.
• Monitoring of systems and networks to ensure optimum performance.
• Set and controlling security levels and systems access.
• Maintaining asset management register and ITSM tools.
• Participate in the service desk on call roster.

Skills

Customer service

IT support

Troubleshooting

Networking basics

ITSM tools

Software installation

Tools

ITSM tools

Job description

NRW Holdings is seeking a motivated Service Desk Analyst to join our IT Support team at the Head Office in Perth CBD. You will be the first point of contact for IT support, resolving issues remotely by phone and email, and escalating to second‑level teams when required.

You will help maintain ITSM tools, create knowledge articles, assist users, and participate in on‑call duties as part of a dynamic, safety‑driven workforce.