IT Service Desk Analyst

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

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:

• 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.

Apply now to join the team behind the power.