IT Service Desk Analyst

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…