Desktop Support Specialist
3 days ago
We are seeking a highly skilled Desktop Support Analyst to join our team at RAC WA. As a key member of our IT department, you will be responsible for providing exceptional technical support to our internal customers, ensuring the smooth operation of our desktop infrastructure, and contributing to the development and implementation of new technologies.
Key Responsibilities- Provide second and third-level technical support to internal customers through our Desktop Support system, utilizing our tools to their fullest potential and welcoming new ideas for tool application.
- Contribute to the development, testing, implementation, and upkeep of our Managed Operating Environment for the corporate PC infrastructure and aid in the lifecycle refresh components for the Desktop infrastructure layer.
- Monitor service delivery performance metrics and collaborate with managers and customers to ensure adherence to service level agreements, managing configuration items to safeguard assets from unauthorized changes.
- Investigate system and service issues, support in implementing solutions and preventive measures, and address support requests following established procedures.
- Collaborate with team members and escalation points within the organisation to address issues and enhance service quality, leading project initiatives to deploy solutions for end-users.
- Adhere to established procedures and policies to ensure compliance with security and data protection regulations, maintaining accurate documentation of support activities, and staying updated on emerging technologies.
- Manage the installation and configuration of desktops, laptops, peripheral equipment, and software, providing end-user support both remotely and in person, and serving as a reliable service desk escalation point.
- High school education is mandatory. Tertiary qualifications in computer science, Information Technology, or a related field are preferred.
- Relevant certifications such as ITIL, Azure, CompTIA A+, or Microsoft Certified Professional are desirable.
- Advanced understanding of end-user support, Azure Active Directory, and comprehensive knowledge of Azure AD, Active Directory, Windows, and Office 365.
- Exposure to ITSM toolsets (e.g., Jira Service Desk, ServiceNow) and experience with ITIL methodologies.
- Familiarity with network troubleshooting and basic network configuration.
- Excellent problem-solving abilities, high-level communication skills, and experience in customer service or helpdesk support environments.
- Ability to lead Support Analysts, manage customer expectations, and work effectively both independently and as part of a team.
- Sound technical knowledge of desktop hardware and software, ability to manage multiple issues, and prioritise tasks efficiently.
- Work with cutting-edge technologies and be part of a team driving digital transformation across RACWA.
- Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.
- Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
- Contribute to high-impact projects or products that directly enhance RACWA's services to its members and the community.
- Be part of an organisation that embraces diversity and inclusion, ensuring a welcoming environment for all employees.
- Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
- Engage in meaningful community and social responsibility initiatives that align with RACWA's values and mission.
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