Service Desk AnalystHybrid

• 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 additional $2,650 for meal and entertainment expenses each year tax free. Salary Packaging Calculator | Accesspay

About Us

Aruma is a leading Australian for-purpose, values-driven organisation dedicated to helping people with disabilities live the life they envision. Operating across Eastern Australia, Aruma supports over 5,000 individuals, employs more than 5,000 staff, and boasts an annual turnover of around $500 million. The organisation is undergoing significant transformation as the NDIS and social and technological advancements reshape the landscape of disability support in Australia. Aruma | Disability services. Putting you first.

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.

Our Recruitment Approach

We review applications as they come in and move quickly to interview great candidates, so we encourage you to apply early. While we include an indicative closing date, roles may close sooner if we find the right person. Applications received later in the process may not progress. If you’re unsuccessful and would value feedback, please feel welcome to reach out to our Talent team.

Apply now and be part of something meaningful.