Service Desk Analyst

As a Service Desk Analyst, you will provide first and second level IT support for RAC internal and external customers, working in a 100% office-based role in West Perth. You will be responsible for resolving end-user issues, educating and assisting users, and maintaining service excellence.

Requirements

• Customer Interaction and Support: Experience in diagnosing needs through effective conversation and questioning, managing customer expectations, and delivering IT Service Desk support using ITSM toolsets (e.g., ServiceNow, Jira Service Desk).
• Helpdesk and Troubleshooting Experience: Previous experience in a customer service or helpdesk environment, with expertise in troubleshooting Windows operating systems, network connectivity issues, and hardware-related concerns.
• Technical Proficiency: Strong understanding of Active Directory, Microsoft Office Suite, and common business applications, with knowledge of remote desktop services (e.g., ConnectWise).
• Technical Knowledge and Problem-Solving: Sound technical knowledge of desktop hardware and both standard and customised software. Skilled in problem-solving, analysing complex technical issues, and creating innovative solutions.
• Customer-Centric Approach: Exceptional interpersonal and communication skills, with a customer-centric approach and ability to manage multiple problems and prioritise issues effectively.
• Team Collaboration and Professionalism: Team player with a collaborative mindset, proficient in working with cross-functional teams and stakeholders, exhibiting professionalism, reliability, and commitment to confidentiality and data security.
• Adaptability and Innovation: Action-oriented with a sense of urgency and high energy, able to adapt approach to shifting demands, communicate effectively, plan and align work with organisational goals, and anticipate and adapt to innovations in technology.

Benefits

• Innovative Technology Environment: Work with cutting-edge technologies and be part of a team driving digital transformation across RACWA.
• Growth Mindset Culture: Certifications, and career progression within a supportive and growth-focused environment.
• Focus on Career Development: Join a team that values personal development and enables continuous learning opportunities.
• Impactful Projects: Contribute to high-impact projects or products that directly enhance RACWA's services to its members and the community.
• Diverse and Inclusive Workplace: Be part of an organisation that embraces diversity and inclusion, ensuring a welcoming environment for all employees.
• Employee Wellbeing: Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
• Community and Social Responsibility: Engage in meaningful community and social responsibility initiatives that align with RACWA's values and mission.