Hybrid Service Desk Analyst — Customer-First IT Support

RAA; Adelaide; Hybrid; AUD 65,000 - 85,000; Full time

Job summary

RAA’s Technology team is hiring a Service Desk Analyst to provide high-quality IT support for staff and contractors across multiple sites in Adelaide. You will handle incidents and service requests, troubleshoot hardware, software, and cloud-based systems, and collaborate with internal teams and third-party vendors to ensure timely, effective resolutions.

You’ll be part of the ICT Operations team, reporting to the ITSM Delivery Manager, and contribute to continuous improvement while maintaining

Qualifications

• Bachelor’s degree in Information Technology, Computer Science or equivalent experience.
• ITILv4 Foundation certification.
• Experience in a Service Desk, Helpdesk or technical support environment.
• Strong understanding of IT concepts including hardware, software, networking and operating systems.
• Experience supporting Microsoft Windows, Apple Mac OS, M365, Azure AD and cloud-based technologies.
• Familiarity with ServiceNow or similar ticketing systems and remote support tools.
• Strong troubleshooting, analytical and problem-solving skills with high attention to detail.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.

Responsibilities

• Provide high-quality frontline IT support to RAA staff and contractors across multiple sites.
• Respond to incidents and service requests via phone, email and ticketing systems in a timely and professional manner.
• Diagnose and troubleshoot hardware, software, network and device-related issues.
• Manage incidents and requests through the full lifecycle, escalating where required.
• Collaborate with internal IT teams and third-party vendors to resolve complex technical issues.
• Assist with the deployment, configuration and support of hardware, software and cloud-based systems.
• Maintain accurate records, documentation and knowledge base articles within the ticketing system.
• Contribute to service improvement initiatives, process optimisation and knowledge sharing across the team.
• Support compliance with IT security, identity and access management processes and policies.
• Participate in an on-call roster and occasional out-of-hours support as required.

Skills

Customer-focused

Troubleshooting

Communication skills

Collaborative work

Education

Bachelor’s degree in IT / CS or equivalent

Tools

ServiceNow

Remote support tools

Job description

RAA’s Technology team is hiring a Service Desk Analyst to provide high-quality IT support for staff and contractors across multiple sites in Adelaide. You will handle incidents and service requests, troubleshoot hardware, software, and cloud-based systems, and collaborate with internal teams and third-party vendors to ensure timely, effective resolutions.

You’ll be part of the ICT Operations team, reporting to the ITSM Delivery Manager, and contribute to continuous improvement while maintaining