Service Desk Analyst

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 are now seeking a highly motivated Service DeskAnalyst to join our IT Support team in our Head Office – Perth CBD.You will be the first point of contact for IT support and yourresponsibilities will include resolving technology issues remotelyvia the telephone and email, recording interactions within the ITSMtoolset as well as escalating any issues for resolution to secondlevel teams as required.

We are looking for someone with a desire to achieve andaccomplish the tasks given to them in an efficient and effectivemanner. Strong customer service skills are paramount in this roleas you are supporting our internal clients.

Your main tasks and responsibilities will be, howevernot limited to:

• Liaising with employees regarding queries andtroubleshooting IT issues within the business
• Provide system and infrastructure support to functionalareas
• Offer basic informal training to users on approvedsoftware
• Create and maintain internal knowledgebase and userdocumentation
• Installation and configuration of software packages
• Monitoring of systems and networks to ensure optimumperformance
• Set and controlling security levels and systems access
• Maintaining asset management register and InformationTechnology Service Management (ITSM) tools
• Participate in the service desk on call roster

Preferred skills and qualifications for this positionare:

• Previous experience in a similar role
• High level customer service skills
• Previous experience in a similar position within theresource sector is highly desirable
• Excellent analytical and problem-solving skills
• In depth understanding of computers, operations systems,networking and applications
• Strong troubleshooting abilities

What’s on offer with NRW:

• Excellent rates, conditions and benefits
• Long term employment prospects
• Free gym access located in our Perth CBD building
• Competitive salary and career opportunities
• A culture driven organisation, be a part of a greatcrew
• Multiple company benefits including - income protectioninsurance / Employee Assistance Program (EAP) / discountedprivate health insurance / paid parental leave / salarysacrifice options & novated leases available
• Enjoy employee discounts with exclusive deals forgroceries, entertainment, fuel vouchers, incredible savings ontech products and so much more - there are over 450 retailersoffering amazing deals through our new benefits platform

About Us:

NRW Holdings is proud to be one of the leading civil and miningcontractors in the Australian resources and infrastructure sectors.Our ongoing success is a direct consequence of the commitment wemake to our clients, people, and the communities in which weoperate.

With over 30 years’ experience as a civil and mining contractor,we have become a partner of choice for many of Australia’s leadingresource companies nationwide. Our positive safety culture hasresulted in a leading safety record and strong ties with localcommunities have been established through training programmes,employment, subcontracting and partnering opportunities.

NRW is an Equal Opportunity Employer and we stronglysupport diversity in our workforce. Applicants from a wide sectorof the community including women and Indigenous cultures areencouraged to apply