Service Desk Analyst

Royal Automobile Club Of Wa Inc.; Perth; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Training & certification

Staff benefits

Roadside assistance

Insurance discount

Fitness access

Job summary

Royal Automobile Club Of Wa Inc. in West Perth is seeking a Service Desk Analyst to provide excellent internal IT support for RAC staff.

The role is a 12-month maximum-term contract based in our West Perth office, with rostered after-hours and weekend on-call requirements. You will be the first point of contact for IT issues, resolve problems via phone, email and Teams, contribute to knowledge articles, and help maintain our growing knowledge base while delivering a consistently strong customer

Qualifications

• Experience in an IT Service Desk role.
• Excellent documentation skills.
• Broad knowledge of current 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 IT issues and queries.
• Resolve problems and queries via phone, email and Teams.
• Keep up to date with RAC service offerings.
• Create and maintain knowledge articles for consistent resolutions.
• Communicate effectively with staff to deliver an exceptional customer experience.
• Rostered afterhours, on-call and weekend work every 5 weeks.

Skills

Communication skills

Documentation skills

Customer service

Team collaboration

Tools

JIRA

Teams

Office 365

Active Directory

Job description

Service Desk AnalystApply: West Perth: Full time: Posted Today: JR106917We 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.