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Service Desk Analyst
2 months ago
We are seeking a highly skilled and experienced 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 Responsibilities- Provide IT Support: Respond to and resolve IT-related queries and issues in a timely and professional manner, ensuring that all support requests are handled efficiently and effectively.
- Operate as Helpdesk Support: Serve as the primary point of contact for IT helpdesk support, providing assistance through various channels, including telephone, online, and face-to-face interactions.
- Resolve 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.
- Educate and Assist Users: Educate and assist end-users on equipment operation and common troubleshooting techniques, maintaining detailed records of faults, solutions, and contact information.
- Maintain Service Excellence: Maintain a high degree of customer service, adhering to service level agreements for all hardware and software installations, and delivering professional service by ensuring timely updates and realistic resolution timelines.
- Liaise and Document: 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.
- Engage 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.
- Manage Incidents and Relationships: Prioritise and manage high-priority incidents while handling stakeholder communications, and develop and maintain 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 IT service management toolsets.
- 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.
- 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.
