Desktop Support Specialist
4 days ago
As a Desktop Support Analyst at RAC WA, you will be responsible for providing first and second-level IT support to internal customers. This role involves site visits to various locations, including the Joondalup Call Centre, Auto Services, and Member Centre sites. You will be supporting all RAC internal customers associated with operating installed hardware and software according to agreed service levels.
Key Responsibilities:
- Providing technical support to internal customers through the Desktop Support system, utilizing Desktop Support tools to their fullest potential.
- Contributing to the development, testing, implementation, and upkeep of the Managed Operating Environment for the corporate PC infrastructure.
- Monitoring service delivery performance metrics and collaborating with managers and customers to ensure adherence to service level agreements.
- Investigating system and service issues, supporting in implementing solutions and preventive measures, and addressing support requests following established procedures.
- Collaborating with team members and escalation points within the organisation to address issues and enhance service quality.
- Maintaining accurate documentation of support activities and staying updated on emerging technologies.
Requirements:
- 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.
What We Offer:
- Innovative technology environment with cutting-edge technologies.
- Growth mindset culture and focus on career development with continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.
- Flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
- Impactful projects or products that directly enhance RAC WA's services to its members and the community.
- Diverse and inclusive workplace with a welcoming environment for all employees.
- Strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
- Meaningful community and social responsibility initiatives that align with RAC WA's values and mission.
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