Desktop Support Specialist

1 month ago

Perth, Western Australia RAC of WA Full time
About the Role

As a Desktop Support Analyst at RAC, you will be responsible for providing first and second-level IT support, along with site visits to various locations, to ensure seamless operation of hardware and software according to agreed service levels.

This role is also involved in supporting the Windows 11 roll out and is a 1-year max term position.

Key Responsibilities:

  • Providing Technical Support: Offer second and third-level technical support to internal customers through the Desktop Support system, utilising Desktop Support tools to their fullest potential and welcoming new ideas for tool application.
  • Developing and Managing Infrastructure: Contribute to the development, testing, implementation, and upkeep of the Managed Operating Environment for the corporate PC infrastructure and aiding in the lifecycle refresh components for the Desktop infrastructure layer.
  • Monitoring and Managing Service Delivery: Monitor service delivery performance metrics and collaborate with managers and customers to ensure adherence to service level agreements, manage configuration items to safeguard assets from unauthorized changes.
  • Investigating and Resolving Issues: Investigate system and service issues, support in implementing solutions and preventive measures, and address support requests following established procedures.
  • Enhancing Service Quality: Collaborate with team members and escalation points within the organisation to address issues and enhance service quality, lead project initiatives to deploy solutions for end-users.
  • Maintaining 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.
  • Providing Comprehensive 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.

About RAC:

RAC WA is a member-focused organisation dedicated to serving the Western Australian community. Our mission is to create a safer, more sustainable, and connected future for all Western Australians. RAC values inclusivity, diversity, and flexibility in the workplace. As an Equal Opportunity Employer, we welcome everyone.

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