Service Desk Analyst - Hybrid

Flexible Location

• NSW /QLD / VIC / ACT

If you're passionate about technology and making a difference, we'd love to hear from you.

At Aruma, we are committed to building a more inclusive world where people with disabilities have the opportunity to live the life they choose. Our Service Desk Analysts play a critical role in supporting this vision by ensuring our technology services run smoothly, enabling our teams to deliver exceptional outcomes for the people we support.

About the Role

As a Service Desk Analyst, you will be the first point of contact for IT support, providing timely and effective solutions to a wide range of technical issues. You will work in a fast paced environment, supporting staff across the organisation while delivering a high level of customer service.

A Day in the Life of a Service Desk Analyst

• Restore services as quickly as possible once incidents are identified or logged.
• Effectively prioritise workload during high volume periods.
• Manage a wide variety of service requests efficiently and accurately.
• Maintain detailed and accurate records for all service desk requests.
• Communicate effectively with stakeholders across the organisation.
• Collaborate with IT&T team members to manage competing priorities.
• Respond promptly to Level 1 support requests, gathering accurate information and resolving issues.
• Log, track, and monitor calls, including remote desktop support.
• Escalate issues to Level 2/3 support or external providers when required.
• Meet service desk performance targets.
• Handle general enquiries with professionalism and accuracy.
• Maintain strict confidentiality and data security standards.
• Ensure IT equipment and assets are maintained appropriately.
• Contribute to and maintain system documentation and the IT knowledge base.

To be successful in this role, you will bring:

• Excellent verbal communication skills and a professional phone manner.
• Strong customer service skills with a passion for helping others.
• Confidence in supporting users with varying levels of IT knowledge.
• The ability to explain technical concepts in a clear and patient manner.
• Sound judgement when managing ambiguous or complex requests.
• A genuine interest in technology and continuous learning.
• Strong problem-solving and analytical skills.
• Effective time management and prioritisation abilities.
• The ability to identify and respond to urgent issues appropriately.
• Basic knowledge of Microsoft desktop productivity tools.
• A willingness to learn new systems and technologies.

Why Join Aruma?

• Be part of a purpose led organisation making a real impact.
• Supportive and inclusive team environment.
• Opportunities for professional growth and development.
• Meaningful work aligned with strong organisational values.
• Salary Packaging: Increase your take home pay. Access to NFP salary packaging up to $15,900 for living expenses and an additional $2,650 for meal and entertainment expenses each year tax free. Salary Packaging Calculator Accesspay

Our Commitment

At Aruma, we're committed to building a workforce that reflects the community we serve. We welcome applicants from all backgrounds and are focused on creating an inclusive, high performing workplace.