Service Desk Analyst — IT Support & Knowledgebase Lead

RAC WA; Western Australia; On-site; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Training & certs

Azure cloud exposure

Strong team culture

Continuous improvement

Staff benefits

Job summary

RAC WA in West Perth seeks a Service Desk Analyst to deliver excellent IT support to staff and contribute to a growing knowledgebase for new applications and hardware deployed at RAC.

You will be the first point of contact for IT issues, handling inquiries via phone, email and Teams, and contributing to accurate resolution through well-documented knowledge articles. The role requires rostered afterhours, on-call and weekend work every five weeks.

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

Verbal & Written Communication

Diversity Awareness

Tools

JIRA

Job description

RAC WA in West Perth seeks a Service Desk Analyst to deliver excellent IT support to staff and contribute to a growing knowledgebase for new applications and hardware deployed at RAC.

You will be the first point of contact for IT issues, handling inquiries via phone, email and Teams, and contributing to accurate resolution through well-documented knowledge articles. The role requires rostered afterhours, on-call and weekend work every five weeks.