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Desktop Support Specialist

2 months ago

Perth, Western Australia RAC WA Full time
Desktop Support Analyst

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 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:

  • Technical Support: Provide second and third-level technical support to internal customers through the Desktop Support system, utilizing Desktop Support tools to their fullest potential.
  • Infrastructure Development: Contribute to the development, testing, implementation, and upkeep of the Managed Operating Environment for the corporate PC infrastructure.
  • Service Delivery Monitoring: Monitor service delivery performance metrics and collaborate with managers and customers to ensure adherence to service level agreements.
  • Issue Investigation and Resolution: Investigate system and service issues, support in implementing solutions and preventive measures, and address support requests following established procedures.
  • Service Quality Enhancement: Collaborate with team members and escalation points within the organisation to address issues and enhance service quality.
  • Compliance and Documentation: Adhere to established procedures and policies to ensure compliance with security and data protection regulations, maintain accurate documentation of support activities, and stay updated on emerging technologies.
  • End-User Support: Manage the installation and configuration of desktops, laptops, peripheral equipment, and software, provide end-user support both remotely and in person, and serve as a reliable service desk escalation point.

Requirements:

  • Educational Background: High school education is mandatory. Tertiary qualifications in computer science, Information Technology, or a related field are preferred.
  • Relevant Certifications: Relevant certifications such as ITIL, Azure, CompTIA A+, or Microsoft Certified Professional are desirable.
  • Technical Expertise: Advanced understanding of end-user support, Azure Active Directory, and comprehensive knowledge of Azure AD, Active Directory, Windows, and Office 365.
  • ITSM and ITIL Experience: Exposure to ITSM toolsets (e.g., Jira Service Desk, ServiceNow) and experience with ITIL methodologies.
  • Network and Troubleshooting Skills: Familiarity with network troubleshooting and basic network configuration.
  • Problem-Solving and Communication: Excellent problem-solving abilities, high-level communication skills, and experience in customer service or helpdesk support environments.
  • Leadership and Teamwork: Ability to lead Support Analysts, manage customer expectations, and work effectively both independently and as part of a team.
  • Technical Knowledge and Prioritisation: Sound technical knowledge of desktop hardware and software, ability to manage multiple issues, and prioritise tasks efficiently.

What We Offer:

  • 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.