Associate Service Desk Analyst - Graduate

BPT The Birdanco Practice Trust; Perth; On-site; AUD 52,000 - 76,000; Full time

Job summary

RSM Australia is seeking a tech-savvy graduate to join our Perth Technology Consulting team as an Associate Service Desk Analyst. The Associate Service Desk Analyst provides first-level technical support to end-users, troubleshooting hardware and software issues, assisting with IT service requests, and ensuring a high level of customer satisfaction.

You will work with IT colleagues to resolve issues, document incidents, and participate in training to stay updated on new technologies and

Qualifications

• High school diploma or equivalent; associate degree preferred.
• Experience in customer service or technical support is advantageous.
• CompTIA A+ or ITIL Foundation certifications are a plus.

Responsibilities

• Provide first-level technical support for hardware, software, and network issues.
• Log and resolve incidents and service requests in the ITSM system.
• Troubleshoot issues and escalate to senior team as needed.
• Assist users with IT system guidance and usage.
• Maintain accurate incident records in the system.
• Ensure high customer satisfaction with timely support.
• Assist with routine system maintenance tasks like updates.
• Participate in training to stay updated on new tech.

Skills

IT basics

Customer service

Communication

Problem-solving

Education

High school diploma

Associate degree preferred

Job description

OUR VALUE PROPOSITION

At RSM, our purpose is to instill confidence in a world of change for both our clients and our people. RSM Australia supports a people-centric and collaborative culture where we are committed to empowering and developing you. As a leading professional services firm, we connect you to an extensive network of global resources and invest in your future. We value the meaningful work that you do and encourage you to be a part of the change. Our value proposition is our commitment to you; it highlights the experiences, benefits, and value that you can expect as part of RSM. This is underpinned by our three values – integrity in everything that we do, supporting clients everywhere, and developing and valuing everyone.

Who we are

RSM Australia is a member of RSM, the world’s 6th largest network of audit, tax and consulting firms. We are an award-winning professional services firm with over 100 years experience supporting Australian businesses. We believe in putting people first and we are proud to have developed a work culture that fosters growth, collaboration and success.

About the role

We’re looking for a tech-savvy graduate to join our Perth Technology Consulting team as an Associate Service Desk Analyst. The Associate Service Desk Analyst is responsible for providing first-level technical support to end-users. This role involves troubleshooting hardware and software issues, assisting with IT service requests, and ensuring a high level of customer satisfaction. The Associate Service Desk Analyst will work closely with other IT team members to resolve issues and improve service delivery.

Key Responsibilities

• Technical Support: Provide first-level support for hardware, software, and network issues via phone, email, and in-person.
• Incident Management: Log, track, and resolve incidents and service requests using the IT service management system.
• Troubleshooting: Diagnose and resolve technical issues, escalating more complex problems to senior team members as needed.
• User Assistance: Assist users with IT-related queries and provide guidance on the use of IT systems and applications.
• Documentation: Maintain accurate records of incidents, service requests, and resolutions in the service management system.
• Customer Service: Ensure a high level of customer satisfaction by providing timely and effective support.
• System Maintenance: Assist with routine maintenance tasks, such as software updates and system backups.
• Training: Participate in training sessions to stay updated on new technologies and procedures.

About you

• Education: High school diploma or equivalent. An associate degree in Information Technology or a related field is preferred.
• Experience: Previous experience in a customer service or technical support role is an advantage.
• Certifications: CompTIA A+, ITIL Foundation, or similar certifications are a plus.
• Skills: Basic understanding of computer systems, networks, and software applications. Strong problem-solving skills and excellent communication abilities.

Key Competencies

• Technical Aptitude: Basic knowledge of IT systems and a willingness to learn new technologies.
• Customer Focus: Strong customer service orientation and the ability to communicate effectively with non-technical users.
• Problem-Solving: Ability to troubleshoot and resolve basic technical issues.
• Teamwork: Ability to work collaboratively with other IT team members.
• Attention to Detail: Accurate logging and documentation of incidents and resolutions

Life at RSM

RSM provides a great environment to build skills and confidence and we help our people achieve their best. We are trusted advisors to our clients, so it is critical for us to find the right people for the job on offer. Our network of offices across Australia and around the world allow us to offer a personal service to all our clients regardless of where they are! Working for RSM entitles everyone to a wide range of leading health, wellness financial and lifestyle benefits.

At RSM, we believe that a little understanding goes a long way in building a fulfilling career. We are dedicated to creating an environment where you are valued for your expertise, but also for who you are as an individual. We believe that success stems from a collective effort, and we foster a collaborative atmosphere where your voice is heard, your ideas are valued and your contributions are recognised.

When you choose RSM, you're selecting more than just a job. You're becoming part of an esteemed accounting firm that has consistently been recognized for its excellence. Our unwavering commitment to client satisfaction has earned us the prestigious title of Best Accounting and Consulting Firm for five consecutive years. Be part of a team that continues to set the standard for excellence and connect you to an extensive network of national and global resources.