Service Desk Officer

Join to apply for the Service Desk Officer role at Arc Infrastructure Posted : 24 / 11 / 2025 Closing Date : 08 / 12 / 2025 Job Type : Contract Location : Perth Airport Job Category : IT Arc Infrastructure manages and develops transport infrastructure assets that support growth and create jobs in WA. Rail is at the heart of our business, and the 5,500km rail network is the backbone of freight transport in Western Australia from the diverse Midwest across to the fascinating Goldfields and Yilgarn regions through to the stunning South West and Great Southern. We're committed to working with industry, our customers, partners and communities to find new opportunities that will support and strengthen our rail network for the benefit of WA. The Opportunity We are currently looking for a Service Desk Officer to join our Perth Airport-based Head Office on a 2 year fixed term contract. The Role The role serves as a primary point of contact for customers, ensuring effective communication and fostering strong relationships to maintain high levels of customer satisfaction. Some Of The Key Responsibilities Of The Role Are Providing comprehensive technical support and expert troubleshooting to end-users, ensuring timely resolution of issues and an optimal user experience. Managing and resolving Incidents, Service Requests, Change Requests, and Problems, adhering to defined Service Level Agreements (SLAs). Maintaining an on-site presence to support diverse user engagement methods and promote effective communication within the office environment. Accurately documenting and maintaining up-to-date records of assigned tasks and support activities. Executing assigned project tasks in accordance with project management methodologies and timelines. Participating in and adhering to the Change Management process. Delivering informal training and guidance to end-users as needed. Providing on-site support and training at remote locations when required. Developing and maintaining Service Desk processes and work instructions. Complying with and contributing to the continuous improvement of processes, procedures, and standards, including those related to Security and SOX controls. Adhering to all relevant Policies, Standards, Processes, and Procedures. Participating in a rotational 24x7 on-call support roster, if required. Supporting testing and execution of Business Continuity and Disaster Recovery plans to ensure operational resilience. Demonstrating a clear understanding of the NIST Cybersecurity Framework and the role of policies and standards in mitigating risk. About You Basic understanding of computer hardware and software, including desktops, laptops, printers, and mobile devices. Familiarity with Microsoft Windows operating systems (e.g., logging in, navigating settings, basic troubleshooting). Exposure to Microsoft 365 applications, such as Outlook, Word, Excel, and Teams. Basic knowledge of user accounts and passwords, including resetting passwords and understanding login issues. Willingness to learn how to use IT support tools, such as ticketing systems (e.g., Jira Service Management). Interest in learning about IT security basics, such as safe password practices and identifying suspicious emails. Good communication skills to help users clearly and patiently. Demonstrating a strong commitment to following established procedures and guidelines when resolving issues or initiating escalations. Essential Excellent verbal and written English communication skills. Excellent problem-solving and time-management skills. Excellent attention to detail. Ability to work autonomously and fit well within a team. Knowledge of Windows Operating Systems and Software. Preferred But Not Essential Relevant qualification or 1-2 years' experience in a similar role. ITIL 3 or 4 Certification. Benefits Flexible working arrangements. Professional development opportunities. Competitive remuneration based on skills and experience. Purchased additional annual leave. Health and wellbeing initiatives including a $299 annual subsidy. Flu shots. Skin cancer checks. Paid parental leave. Staff discounts and rewards program. Novated leasing. How To Apply If this looks like the role for you, please click the 'Apply Now' button to complete the online application. Arc Infrastructure is committed to achieving a diverse and engaged workforce. We are an equal opportunity employer and encourage applications from female and Aboriginal and Torres Strait Island candidates. Applications close on 8th December. #J-18808-Ljbffr