IT Service Desk Analyst

Energy Power Systems; Perth; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Cat University onboarding

Birthday leave

Volunteer leave

Recognition awards

Referral program

Retail and health insurance discounts

Novated leasing

Parental leave

Learning opportunities

Job summary

Energy Power Systems Australia (EPSA) is seeking a customer-focused IT Service Desk Analyst to join our Corporate Services team in Heathwood. This onsite role offers a chance to build strong technical foundations within a large, complex organisation, supporting employees and ensuring smooth IT operations.

You’ll be the first point of contact for incidents, provide first-level support across Windows 10/11, Office 365 and Active Directory, and help with onboarding and ticket management while

Qualifications

• 3+ years experience in an IT Support, Service Desk or End User Support environment.
• A customer‑first mindset and a genuine desire to help people solve problems.
• The confidence to take ownership of issues and see them through to resolution.
• Strong communication skills with the ability to support both technical and non‑technical users.
• A mature, dependable and proactive approach to your work.
• Working knowledge of Microsoft technologies, including Windows, Microsoft 365 and Active Directory.
• The ability to prioritise competing requests while maintaining high service standards.
• A willingness to learn, grow and continuously improve your technical capability.
• A current driver's licence and the flexibility to travel to branch locations as required.
• The ability to work independently while remaining connected to and supported by a broader national IT team

Responsibilities

• Acting as the first point of contact for IT incidents and service requests across EPSA
• Delivering high‑quality customer service and first‑level technical support to employees
• Troubleshooting and resolving issues across Microsoft platforms including Windows 10/11, Office 365, Active Directory and iOS devices
• Assisting with employee onboarding and offboarding processes
• Accurately logging, prioritising, and managing tickets within the IT Service Management system in line with SLAs
• Escalating more complex issues to higher‑tier support teams while maintaining ownership through to resolution
• Monitoring recurring issues and identifying opportunities to improve service delivery
• Ensuring adherence to Change Management processes and IT policies
• Communicating clearly and empathetically with users of all levels of technical ability

Skills

Customer service

Communication

Microsoft 365

Active Directory

Windows 10/11

Service Desk

Job description

At Energy Power Systems Australia (EPSA), our team members work together to design, deliver and support the energy solutions industries depend on.

From defence and data centres to mining operations, utilities and major infrastructure projects, the work we do keeps essential operations running.

As the Cat® engine dealer for Australia, Papua New Guinea and the Solomon Islands, EPSA provides world‑class power solutions backed by global innovation and local expertise.

Across engineering, operations, projects and support teams, every role plays a part in keeping industries moving and communities powered.

If you're looking to contribute to something bigger and help shape what’s next, this is an opportunity to do meaningful work with real impact.

About the role

Our IT team ensures our people stay connected, supported, and productive. We’re now looking for a customer‑focused IT Service Desk Analyst to join our Corporate Services team in Heathwood. This is a fantastic opportunity for someone who wants to build strong technical foundations and develop within a large, complex organisation.

Working closely with colleagues across the business, you’ll help ensure projects run smoothly, teams are supported, and outcomes are delivered for customers.

Your work will contribute to enabling the solutions industries depend on — even if you’re not on site or in the field.

This role is ideal for someone who enjoys helping people, values great customer service, and is eager to grow their IT capability in a fast‑paced corporate environment.

This role is an onsite role based in our Bayswater (WA) branch.

Key responsibilities

• Acting as the first point of contact for IT incidents and service requests across EPSA
• Delivering high‑quality customer service and first‑level technical support to employees
• Troubleshooting and resolving issues across Microsoft platforms including Windows 10/11, Office 365, Active Directory and iOS devices
• Assisting with employee onboarding and offboarding processes
• Accurately logging, prioritising, and managing tickets within the IT Service Management system in line with SLAs
• Escalating more complex issues to higher‑tier support teams while maintaining ownership through to resolution
• Monitoring recurring issues and identifying opportunities to improve service delivery
• Ensuring adherence to Change Management processes and IT policies
• Communicating clearly and empathetically with users of all levels of technical ability

What you’ll bring

• We're looking for someone who genuinely enjoys helping people and takes pride in delivering a great customer experience. You'll be the face of IT for your branches, so your ability to build relationships, take ownership and follow through is just as important as your technical capability.
• 3+ years experience in an IT Support, Service Desk or End User Support environment.
• A customer‑first mindset and a genuine desire to help people solve problems.
• The confidence to take ownership of issues and see them through to resolution.
• Strong communication skills with the ability to support both technical and non‑technical users.
• A mature, dependable and proactive approach to your work.
• Working knowledge of Microsoft technologies, including Windows, Microsoft 365 and Active Directory.
• The ability to prioritise competing requests while maintaining high service standards.
• A willingness to learn, grow and continuously improve your technical capability.
• A current driver's licence and the flexibility to travel to branch locations as required.
• The ability to work independently while remaining connected to and supported by a broader national IT team

We offer

• Structured onboarding and development through Cat® University
• Paid birthday leave and volunteer leave
• Team member recognition and service awards
• Referral program incentives
• Retail and health insurance discounts
• Novated leasing options
• Paid parental leave
• Learning and development opportunities

Ready to power up your career?

If you're looking to contribute to something bigger and help shape what’s next, this is an opportunity to do meaningful work with real impact.

If you're looking to contribute to something bigger and help shape what’s next, this is an opportunity to do meaningful work with real impact.

Energy Power Systems Australia (EPSA) is the Cat® engine dealer for Australia, Papua New Guinea and the Solomon Islands. EPSA sells and rents Cat engines and also designs, engineers and commissions a range of turnkey products and applications.

We serve a diverse range of markets, including mining, forestry, construction, pipeline/oil field construction, agriculture, government sector, marine, transportation, fisheries, and the commercial transport industry.

Source: This is an extract from the company's own website.