Service Desk Officer

Posted: 24/11/2025Closing Date: 08/12/2025Job Type: ContractLocation: Perth AirportJob Category: ITArc 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.Job DescriptionThe OpportunityWe are currently looking for a Service Desk Officer to join our Perth Airport-based Head Office on a 2year fixed term contract.The RoleThe role serves as a primary point of contact for customers, ensuring effective communication and fostering strong relationships to maintaining high levels of customer satisfaction.Some Of The Key Responsibilities Of The Role AreProviding comprehensive technical support and expert troubleshooting to end-users, ensuring timely resolution of issues and an optimal user experienceManage and resolve Incidents, Service Requests, Change Requests, and Problems, adhering to defined Service Level Agreements (SLAs).Maintain an on-site presence to support diverse user engagement methods and promote effective communication within the office environment.Accurately document and maintain up-to-date records of assigned tasks and support activities.Execute assigned project tasks in accordance with project management methodologies and timelines.Participate in and adhere to the Change Management process.Deliver informal training and guidance to end-users as needed.Provide on-site support and training at remote locations when required.Develop and maintain Service Desk processes and work instructions.Comply with and contribute to the continuous improvement of processes, procedures, and standards, including those related to Security and SOX controls.Adhere to all relevant Policies, Standards, Processes, and Procedures.Participate in a rotational 24x7 on-call support roster, if required.Support testing and execution of Business Continuity and Disaster Recovery plans to ensure operational resilience.Demonstrate a clear understanding of the NIST Cybersecurity Framework and the role of policies and standards in mitigating risk.About YouTo be successful in this role you will have: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.Demonstrate a strong commitment to following established procedures and guidelines when resolving issues or initiating escalationsEssentialExcellent verbal and written English communication skills.Excellent problem-solving and time-management skillsExcellent Attention to detailAbility to work autonomously and fit well within a team.Knowledge of Windows Operating Systems and SoftwarePreferred But Not EssentialRelevant qualification or 1-2 years’ experience in a similar roleITIL 3 or 4 CertificationWorking at Arc InfrastructureBenefitsWorking with us means working in a team environment where each person and team is valued for the diverse skills, ideas and experiences they bring. We promote a work environment that is characterised by personal accountability, mutual trust and respect and a genuine interest in employees. We understand our employees are the key to our success and as a team, our focus is to ensure they feel safe, valued and fulfilled in the work that they do. We provide a range of employee benefits including:flexible working arrangements professional development opportunities competitive remuneration based on skills and experiencepurchased additional annual leave health and wellbeing initiatives including$299 annual subsidyflu shotsskin cancer checkspaid parental leave staff discounts and rewards programnovated leasing To learn more about Arc Infrastructure visit www.arcinfra.com/CareersHow To ApplyIf this looks like the role for you, please click the ‘Apply Now’ button to complete the online application. General queries can be directed to recruitment@arcinfra.com. Please note we are unable to accept emailed applications.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 2025Recruitment agencies, our internal HR team looks after all of our vacancies. If we need your assistance we will reach out to you.