Service Desk Analyst Adelaide, SA

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

• Exciting opportunity to join SA’s iconic RAA
• Fulltime | Permanent | Hybrid working arrangement
• Join a collaborative Technology team delivering exceptional IT support services

Ready to take the next step in your IT support career with one of South Australia’s most trusted organisations? Join RAA’s Technology team and play a key role delivering high-quality technical support and service outcomes across the business.

This opportunity sits within the ICT Operations team and supports the delivery of responsive, customer-focused IT services to internal staff and stakeholders. As a Service Desk Analyst, you’ll provide advanced technical support across a broad range of hardware, software and cloud-based technologies while contributing to continuous improvement initiatives that enhance service delivery and user experience.

Reporting to the Manager, ITSM Integration & Delivery, you’ll manage incidents and service requests through to resolution, provide guidance and troubleshooting support to users, and collaborate with internal teams and third-party providers to ensure timely and effective outcomes.

Your responsibilities will include:

• 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

About You

You’re a customer-focused IT professional who enjoys solving technical problems and delivering a positive support experience. You’re proactive, adaptable and thrive in a fast-paced environment where collaboration and continuous improvement are valued. You will also bring:

• 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
• Ability to work collaboratively while managing competing priorities effectively
• Current driver’s licence and willingness to work across multiple locations as required

If you’re looking for an opportunity to build your technical capability, work with a supportive and high-performing Technology team, and contribute to delivering exceptional IT services across RAA, we’d love to hear from you.

About us

Established in 1903, RAA has grown up alongside South Australia - and for more than 120 years, the community has trusted us to have their back. Known for our iconic road service and insurance, we now support over 830,000 members across travel, energy, solar and battery solutions, EV charging and more. And we don’t just deliver services, we stand up for what matters, advocating for safety, wellbeing and a stronger future for our state.

Our purpose is simple: be better for our members and better for our community. Guided by our values — Member Obsessed, Doing the Right Thing, Delivering Together and Courageously Challenging. We’re one of SA’s most trusted brands and biggest employers, with 1,100+ people. We’re on a mission to be the #1 employer of choice, creating an inclusive, supportive workplace where our people feel empowered to make a real difference, every day.

Benefits

We love our people at RAA and believe our employees should be rewarded for being a part of the RAA team. Some of our employee benefits include:

• Free RAA premium road service
• Access to our RAA Rewards Program
• Generous discounts on all RAA products
• Flexible work arrangements
• Ongoing Training & Development opportunities and a Study Support Program
• Wellbeing facilities and Corporate Health Insurance Plan

We are committed to building a workplace that’s diverse and inclusive, where employees are embraced for their unique qualities and valued for their contributions. We believe a diverse and inclusive workplace brings out the best in everyone and helps us to give our members better service. That's why we encourage applications from everyone, including people living with disability, job seekers of all ages, First Nations Peoples, members of the LGBTIQA+ community and people from culturally diverse backgrounds.