Service Desk Analyst

03IIA RACWA Holdings Pty Ltd; Perth; On-site; AUD 60,000 - 74,000; Full time

Benefits offered by this job

Training and certifications paid by us

Staff discounts

Roadside assistance

Job summary

RAC is seeking a Service Desk Analyst to provide excellent internal IT support from our West Perth office on a 12-month maximum-term basis. You will be the first point of contact, resolve issues efficiently, and contribute to a growing knowledgebase for our new applications and hardware deployed across RAC.

You will build knowledge articles, maintain up-to-date service offerings, and communicate clearly with staff to ensure a superior customer experience.

Qualifications

• Experience in an IT Service Desk role.
• Excellent documentation skills.
• Broad knowledge of current and emerging Service Desk trends, e.g. JIRA.
• Experience supporting Windows 11, Office 365, Active Directory.
• Excellent verbal and written communication skills.
• Experience working in a diverse business environment.

Responsibilities

• Be the first point of contact for all IT related issues and queries.
• Resolve problems and queries in an efficient and timely manner via phone, email and Teams.
• Keep up to date with all new and existing RAC Service Offerings.
• Create and maintain Knowledge articles to ensure consistent and accurate resolution analysis.
• Communicate effectively and consistently with staff to deliver an exceptional customer experience.
• Be available for rostered afterhours, on-call and weekend work (required) - every 5 weeks you will be on call.

Skills

IT Service Desk

Documentation

Windows 11

Office 365

Active Directory

Communication skills

Diversity awareness

Tools

JIRA

Job description

We are looking for a Service Desk Analyst who can provide excellent customer service to our staff internally. You will be part of our team that is building a comprehensive knowledgebase for our new applications and hardware that we have deployed into RAC. This is a 12-month maximum-term role base in our West Perth office.

What will you do?

• Be the first point of contact for all IT related issues and queries
• Resolve problems and queries in an efficient and timely manner via phone, email and Teams
• Keep up to date with all new and existing RAC Service Offerings
• Create and maintain Knowledge articles to ensure consistent and accurate resolution analysis
• You will be able to communicate effectively and consistently with staff to deliver an exceptional customer experience.
• Be available for rostered afterhours, on-call and weekend work (required) - every 5 weeks you will be on call

What do we need from you?

• Experience in an IT Service Desk role
• Excellent documentation skills
• Broad knowledge of current and emerging Service Desk communication trends, e.g. JIRA
• Experience supporting Windows 11, Office 365, Active Directory
• Excellent verbal and written communication skills
• Experience working in a diverse business environment

What can we offer you?

• Training and free certification programs – we support and pay for your learning – If you have a growth mindset RAC is the place for you!
• Latest and greatest technology – A leading Microsoft Partner here in WA with the largest Azure cloud footprint of any WA company
• Be part of a growing team and be involved in team with a great culture
• Working in an environment that is embracing a continuous improvement culture using experimentation to support learning
• Gain RAC Staff Benefits including free Roadside Assistance and 25% discount on your Insurances, Social Club, access to Fitness Passport for cheaper gym memberships and much more!

About RAC

As an Equal Opportunity Employer, RAC values inclusivity and promotes a workplace that actively seeks to welcome contributions from all people. We encourage people of all abilities, Aboriginal and Torres Strait Islanders, diverse cultures and backgrounds, LGBTIQ+ identities, and all age groups to apply.

RAC is a purpose-led member organisation. Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians. Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA. RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds.

For any assistance please contact [e-mail]