IT Service Desk Analyst

Energy Power Systems Australia

Perth

On-site

AUD 70,000 - 90,000

Full time

3 days ago

Be an early applicant

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Benefits offered by this job

Cat® University onboarding

Birthday and volunteer leave

Service awards

Referral program incentives

Health insurance discounts

Novated leasing options

Parental leave

Learning and development opportunities

Job summary

Energy Power Systems Australia (EPSA) is seeking a customer-focused IT Service Desk Analyst for our Corporate Services team in Heathwood, Bayswater. This onsite role supports staff with first-line IT incidents and requests, ensuring timely resolution and excellent customer service.

You’ll work with Windows 10/11, Office 365 and Active Directory, logging tickets in our ITSM system and helping onboarding/offboarding. A driver’s licence and willingness to travel between branches are required.

Qualifications

3+ years in IT Support, Service Desk or End User Support.
Customer-first mindset and desire to help people solve problems.
Ability to own issues and see them through to resolution.
Strong communication for technical and non-technical users.
Mature, dependable and proactive approach to work.
Knowledge of Microsoft technologies (Windows, 365, Active Directory).
Ability to prioritise requests while maintaining service standards.
Willingness to learn and grow; driver’s licence; willingness to travel between branches.

Responsibilities

Be the first point of contact for IT incidents and service requests across EPSA.
Deliver high-quality customer service and first-level technical support to staff.
Troubleshoot and resolve issues on Windows, Office 365, and AD; assist onboarding/offboarding.
Log, prioritise and manage tickets in the ITSM system per SLAs.
Escalate complex issues to higher tiers and follow through to resolution.
Support end-user device lifecycle and hardware refresh programmes.

Skills

Customer focus

Ownership & accountability

Communication

Microsoft technologies

Windows 10/11

Active Directory

Office 365

Driver's licence

Tools

Windows 10/11

Office 365

Active Directory

ITSM system

Job description

Power the future with EPSA

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 include:

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
Supporting end‑user device lifecycle activities, including equipment refresh programs
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

Why join EPSA

At EPSA, our team members are trusted to solve complex challenges and deliver real outcomes for customers across Australia.

We believe great work happens when people feel supported, valued and connected to the impact of what they do, and when teams work together with integrity, accountability and care — the EPSA values that shape how we work every day.

We offer: