Service Desk Analyst

3 weeks ago

Fortitude Valley, Australia RPS Group Full time

We are a dynamic and innovative company seeking a talented individual to join our global Service Desk team. As a leading provider of technical support services, you'll have the opportunity to work with cutting-edge technologies and provide exceptional service to our colleagues worldwide.

**Responsibilities**:

- Provide frontline technical support for hardware, software, networking, and other PC-related technologies across multiple offices, locally and globally.
- Utilise RPS’ ITSM and support toolsets to evaluate, prioritise, record, and manage incidents and service requests.
- Ensure timely resolution of technical incidents and requests within defined SLAs.
- Create user accounts and configure hardware for new hires and replacements.
- Provide audio and video equipment support for offices and conference rooms.
- Maintain a high 1st level fix rate by developing and maintaining comprehensive knowledge of supported technologies.
- Ensure continuous improvement by sharing and receiving knowledge on services and solutions.
- Maintain accurate records for all computer and software assets.
- Provide technical and administrative assistance to other Technology teams as required.
- Flexibly work to ensure coverage of core business hours.

**Education and Experience**:

- Diploma or degree in Information Technology or equivalent professional experience.
- Strong written and verbal communication skills.
- Proficient in deploying and maintaining Windows and Apple PC hardware and software.
- Experience supporting mobile and printing peripheral devices.

**Why Join Us**:
Opportunity to work with a global team in a dynamic and innovative environment.

Competitive salary and benefits package.

Professional development opportunities and training programs.

Flexible work arrangements, including remote work options.

**Our Approach**

Our people live our purpose, deliver our promise, and demonstrate our behaviours every day. Our behaviours define who we are. Developed by our people, they underpin everything that we do. They create the memorable experiences we are known for and make RPS a great place to do great work. ‘Stronger Together’ is one of our five core behaviours and it is inherent in creating an inclusive workplace: ‘We are respectful, acknowledge diversity, and recognise the potential and contribution of everyone. We bring out the best in one another, always assuming best intent. People who learn and grow thrive in our business, sharing in our success.’

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