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Junior IT Support Analyst

2 months ago

Perth, Western Australia RSM AUSTRALIA Full time

About the Role:

The Junior IT Support Analyst plays a crucial role in delivering first-rate assistance by managing incoming inquiries and addressing service requests. This position is essential in maintaining the efficiency of our Service Desk operations.

Your Key Responsibilities:

  • Act as the initial contact for clients seeking technical support via phone or email;
  • Conduct remote troubleshooting using diagnostic methods and relevant inquiries;
  • Identify optimal solutions based on customer issues and provided details;
  • Guide customers through the resolution process step-by-step;
  • Escalate unresolved issues to higher-level support teams;
  • Provide precise information regarding IT products and services;
  • Document incidents and their resolutions in logs;
  • Follow up with customers to update them on their status;
  • Relay customer feedback and suggestions to the appropriate internal teams;
  • Propose potential enhancements to existing procedures.

Who You Are:

  • A current student or recent graduate with a Bachelor's degree in Computer Science or a related discipline, or completion of a relevant apprenticeship;
  • Possess a solid understanding of computer systems, mobile devices, and various technology products;
  • Able to effectively diagnose and resolve fundamental technical challenges;
  • Enjoy problem-solving and contributing to team dynamics;
  • Exhibit a proactive attitude and a commitment to ongoing learning and professional development.

What We Offer:

At RSM Australia, we are dedicated to fostering a supportive and collaborative work environment. We provide numerous opportunities for personal and professional growth, ensuring that you are well-equipped to succeed in your career.

Join us in making a meaningful impact while advancing your skills and knowledge in a thriving professional services firm.