Service Desk Analyst
4 weeks ago
As a Service Desk Analyst at RAC WA, you will be responsible for providing first and second-level IT support to internal and external customers. This role involves operating as the primary point of contact for RAC WA IT helpdesk support, ensuring Service Level Agreements (SLAs) are met for all support queries.
Key Responsibilities:- Operating as Helpdesk Support: Provide timely and effective support to customers through various channels, including telephone, online, and face-to-face interactions.
- Resolving End-User Issues: Efficiently resolve end-user issues and enquiries, addressing service requests by guiding users to resolve their issues in accordance with established procedures.
- Educating and Assisting Users: Educate and assist end-users on equipment operation and common troubleshooting techniques, keeping detailed records of faults, solutions, and contact information.
- Maintaining Service Excellence: Maintain a high degree of customer service, adhering to SLAs for all hardware/software installations, and delivering professional service by ensuring timely updates and realistic resolution timelines.
- Liaising and Documenting: Act as a proficient liaison between end-users and service providers, updating and managing internal hardware and software support documentation, and recording known issues and solutions in the knowledge base.
- Engaging in Continuous Improvement: Engage in continuous team training initiatives, sustaining a proficient understanding of both new and existing RAC WA Standard Operating Environment (SOE), and identifying and documenting trends experienced by end-users.
- Managing Incidents and Relationships: Prioritise and manage P1 and P2 incidents while handling stakeholder communications, and developing and maintaining strong, effective working relationships with key stakeholders.
- 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.
- Innovative Technology Environment: Work with cutting-edge technologies and be part of a team driving digital transformation across RAC WA.
- Growth Mindset Culture & focus on Career Development: Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.
- Work-Life Balance: Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
- Impactful Projects: Contribute to high-impact projects or products that directly enhance RAC WA'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 RAC WA's values and mission.
-
Service Desk Analyst
1 month ago
Perth, Western Australia Professional Search Group Full timeJob Title: Service Desk AnalystProfessional Search Group is seeking a skilled Service Desk Analyst to join their growing team. As a Service Desk Analyst, you will provide technical support to all staff, manage and support users of their Apple fleet and Office 365, and set up workstations, printers, iPads, and other devices.Key Responsibilities:Provide IT...
-
Service Desk Analyst
4 weeks ago
Perth, Western Australia Professional Search Group Full timeJob Title: Service Desk AnalystProfessional Search Group is seeking a skilled Service Desk Analyst to join their growing team. As a Service Desk Analyst, you will provide technical support to all staff, manage and support users of Apple devices and Office 365, and set up workstations, printers, iPads, and other devices.About the Role:This is an exciting...
-
Service Desk Analyst
4 weeks ago
Perth, Western Australia RAC of WA Full timeAbout the RoleWe are seeking a highly skilled and experienced Service Desk Analyst to join our team at RAC WA. As a Service Desk Analyst, you will be responsible for providing first and second level IT support to our internal and external customers, ensuring that their technical issues are resolved promptly and efficiently.Key ResponsibilitiesProvide...
-
Service Desk Analyst
5 days ago
Perth, Western Australia RSM Full timeAre you looking for a challenging and rewarding role in a dynamic environment? RSM Australia is seeking a highly motivated and organized Associate Service Desk Analyst to join our team.About the Role:The Associate Service Desk Analyst will be responsible for providing first-level support to our customers through phone and email. This includes troubleshooting...
-
Service Desk Analyst
1 month ago
Perth, Western Australia RAC of WA Full timeAbout the RoleRAC WA is seeking a highly skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing first and second level IT support to our internal and external customers. This role will also assist with our Windows 11 rollout.Key ResponsibilitiesOperating as Helpdesk Support: Provide primary point of...
-
Service Desk Analyst
4 weeks ago
Perth, Western Australia RSM Full timeAbout the OpportunityThe Associate Service Desk Analyst role is a fantastic opportunity to join a dynamic team at RSM, a leading professional services firm with over 100 years of experience. As a key member of our Service Desk team, you will be responsible for providing first-level support to our clients, using your technical expertise to resolve issues and...
-
Service Desk Analyst
2 weeks ago
Perth, Western Australia RSM Full timeAre you passionate about delivering exceptional customer experiences and resolving technical issues with ease?RSM is seeking a highly motivated and detail-oriented Associate Service Desk Analyst to join our team. As a key member of our Service Desk, you will be responsible for providing first-level support to our clients, using your technical expertise to...
-
Service Desk Analyst
3 weeks ago
Perth, Western Australia RSM Full timeAbout the OpportunityThe Associate Service Desk Analyst role is a fantastic opportunity to join a dynamic team at RSM, a leading professional services firm with over 100 years of experience supporting Australian businesses.As a Service Desk Analyst, you will be responsible for providing first-level support to customers, taking calls and handling incidents or...
-
Service Desk Analyst
1 month ago
Perth, Western Australia RSM Full timeAbout the OpportunityThe Associate Service Desk Analyst role is a fantastic opportunity to join RSM Australia, a leading professional services firm with over 100 years of experience supporting Australian businesses.As a Service Desk Analyst, you will be responsible for providing first-level support to customers, taking calls and handling incidents or service...
-
Service Desk Analyst
2 weeks ago
Perth, Western Australia RSM Full timeAbout the OpportunityThe Associate Service Desk Analyst role is a fantastic opportunity to join a dynamic team at RSM, a leading professional services firm with over 100 years of experience. As a key member of our Service Desk team, you will be responsible for providing first-level support to our clients, using your technical expertise to resolve issues and...
-
Service Desk Analyst
6 days ago
Perth, Western Australia Randstad Full timeAbout the Service Desk Analyst RoleThe primary purpose of this position is to provide 2nd and 3rd level service desk support and managing ICT incidents and Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.Key ResponsibilitiesProvide accurate Incident management, Problem management, Change...
-
Service Desk Analyst
4 weeks ago
Perth, Western Australia RAC of WA Full timeService Desk AnalystAs a Service Desk Analyst at RAC WA, you will be responsible for providing first and second level IT support to internal and external customers. This role involves operating as the primary point of contact for RAC IT helpdesk support through various channels, ensuring Service Level Agreements (SLAs) are met for all support queries.Key...
-
Service Desk Analyst
2 weeks ago
Perth, Western Australia Randstad Full timeAbout the PositionThe primary objective of this Service Desk Analyst role is to provide exceptional support and manage ICT incidents and Service Requests, utilizing incident management and request fulfillment processes, in line with Service Desk objectives.Key ResponsibilitiesProvide accurate Incident management, Problem management, Change management, and...
-
Service Desk Analyst
4 weeks ago
Perth, Western Australia RAC WA Full timeService Desk Analyst Job DescriptionAs a Service Desk Analyst at RAC WA, you will be responsible for providing exceptional IT support to our internal and external customers. This role involves operating as the primary point of contact for RAC WA IT helpdesk support, ensuring Service Level Agreements (SLAs) are met for all support queries.Key...
-
Service Desk Analyst
1 month ago
Perth, Western Australia Professional Search Group Full timeJob DescriptionThe company is a rapidly expanding organization that is opening new locations across Australia. They are a dynamic and forward-thinking organization that sees technology as a driver of their business. They pride themselves in fostering innovation and efficiency in every aspect of their operations.The RoleThe company is seeking a proactive and...
-
Service Desk Analyst
1 month ago
Perth, Western Australia RAC of WA Full timeAbout the RoleWe are seeking a highly skilled Service Desk Analyst to join our team at RAC WA. As a key member of our IT support team, you will be responsible for providing first and second-level IT support to our internal and external customers.Key ResponsibilitiesProvide IT Support: Respond to IT-related queries and incidents in a timely and professional...
-
Service Desk Analyst
1 month ago
Perth, Western Australia RAC of WA Full timeAbout the RoleWe are seeking a highly skilled Service Desk Analyst to join our team at RAC WA. As a key member of our IT support team, you will be responsible for providing first and second-level IT support to our internal and external customers.Key ResponsibilitiesProvide IT Support: Respond to IT-related queries and incidents in a timely and professional...
-
Service Desk Analyst
1 month ago
Perth, Western Australia RAC of WA Full timeAbout the RoleWe are seeking a highly skilled Service Desk Analyst to join our team at RAC WA. As a key member of our IT support team, you will be responsible for providing first and second-level IT support to our internal and external customers.Key ResponsibilitiesProvide timely and effective IT support to customers via phone, email, or in-person...
-
Service Desk Analyst
3 weeks ago
Perth, Western Australia Professional Search Group Full timeAbout the RoleWe are seeking a highly skilled and proactive Service Desk Analyst to join our growing team at Professional Search Group. As a key member of our IT department, you will be responsible for providing exceptional support to our staff, managing and supporting our Apple fleet and Office 365 systems, and collaborating with our Network Engineer to...
-
Service Desk Analyst
1 month ago
Perth, Western Australia Professional Search Group Full timeJob DescriptionProfessional Search Group is seeking a skilled Service Desk Analyst to join their team. As a key member of the IT department, you will provide technical support to staff, manage and support users of Apple devices and Office 365, and collaborate with the Network Engineer to deliver comprehensive IT services.Key Responsibilities:Provide IT...
