ICT Service Desk Analyst

Location: Boorloo/Perth 

Salary: $71,786 to $78,355 + Superannuation + salary packaging benefits

Leave benefits include 20 days Annual Leave, 15 days Personal Leave

Employment status: Full-time, ongoing (Monday to Friday)

Job number: 3263

Hey you!

 
We’re looking for a motivated and customer-focused ICT Service Desk Analyst to support the smooth delivery of ICT services across genU. This role plays a key part in ensuring efficient day-to-day service desk operations and a high-quality support experience for staff.

As a key member of the genU ICT team, the ICT Service Desk Analyst is responsible for providing a high level of support and customer service to staff through advanced troubleshooting, maintenance, and configuration of ICT systems. The role will proactively follow up and resolve requests raised through the ICT Service Desk, ensuring timely and effective outcomes for users across the organisation.

Acting as the primary escalation point for ICT Service Desk Operators, the ICT Service Desk Analyst provides 2nd level support and takes ownership of the end-to-end resolution of escalated ICT service desk requests. You’ll work closely with System Administrators, Application Analysts, Vendors, and other ICT team members to assist with advanced troubleshooting across multiple technical disciplines.

With a proactive and solutions-focused approach, you will contribute to maintaining reliable ICT services while supporting the ICT Service Desk and Site Coordinator to ensure a seamless support experience for staff. Your ability to investigate issues thoroughly, communicate effectively, and deliver high-quality customer service will be essential to success in this role.

This position suits someone with strong technical knowledge, sound problem-solving ability, and a customer-first mindset. You’ll play an important role in ensuring ICT services are delivered efficiently, accurately, and in line with genU’s values.

Reporting to the relevant leader, the ICT Service Desk Analyst is an important member of the team, helping ensure ICT systems and support services continue to meet the needs of staff across the organisation.

At genU, we’re a profit-for-purpose organisation, reinvesting our success back into programs to create real social impact. From disability and aged care support to community-focused initiatives, we’re here to help people live their best lives.

What you’ll do

 
As an ICT Service Desk Analyst, you'll:

• Provide end-to-end support and resolution for assigned and escalated ICT service desk requests within agreed SLAs
• Deliver advanced troubleshooting, maintenance, and configuration across hardware, software, systems, and user access issues
• Monitor ICT systems and service desk trends, identifying opportunities to improve service delivery, processes, and ITSM efficiencies
• Act as the primary escalation point for Service Desk Operators, working closely with ICT teams, vendors, and stakeholders to resolve complex issues
• Maintain accurate service desk records, documentation, knowledge base articles, and training materials to support staff and ICT operations
• Deliver high-quality customer service through proactive communication, regular updates, site support visits, and strong stakeholder engagement
• Contribute to continuous improvement initiatives, emergency response protocols, team collaboration, and professional ICT service delivery aligned with genU values
   

What you’ll bring

• Tertiary qualifications in Information Technology and/or extensive experience in a relevant field
• Strong ICT knowledge across telephony, hardware, software, networking, and enterprise applications, with experience troubleshooting, configuring, and maintaining systems
• Excellent problem-solving, communication, and customer service skills, with the ability to engage empathetically with a diverse range of users
• Proven ability to support and train end-users, while driving service improvement, innovation, and collaborative ICT support practices

(You’ll also need an NDIS Worker Screening Check and Orientation Module Certificate – but don’t worry, we’ll help guide you through this.)

Bonus Points for:

• Experience with Microsoft technologies, cloud platforms, server virtualization, and enterprise infrastructure including Active Directory, Office 365, Hyper-V, VMware, SCCM, Windows Server, and hosted telephony systems
• Proven ability to configure and troubleshoot corporate mobile devices, enterprise applications, and ICT environments, with functional experience in SAP software
• Relevant certifications in infrastructure, operating systems, or networking highly regarded

Why you’ll love working at genU

At genU, our differences make us stronger. We celebrate all kinds of diversity and the unique perspectives each of us brings. We’re committed to creating a welcoming, safe, and respectful space where everyone feels valued and can thrive.

You’ll also get

• Salary packaging - up to $15,900 tax-free plus meal/entertainment benefits
• Discounts - savings at 450+ retailers including Coles, Woolworths & JB Hi-Fi
• University Study Discount - Enjoy a 25% fee reduction for undergraduate and postgraduate courses at Torrens University.
• Wellbeing support - 24/7 access to a holistic employee assistance program
• Referral bonus - bring great people with you and be rewarded
• 15 days personal leave – 5 days extra to National Employment Standards* 

Ready to make a difference? Click apply to complete your application.

Don’t wait to apply! We are reviewing applications as they come in.

You can view the full position description on the genU careers page HERE (only available from our careers page).

We are committed to ensuring an accessible recruitment experience. If you need any adjustments or have specific accessibility requirements at any stage of the process, please contact our team at recruitment@genu.org.au or at (03) 5249 6114