Service Desk Support Specialist

1 week ago


Perth, Western Australia RSM Full time

RSM Australia, a member of the world's 6th largest network of audit, tax and consulting firms, is seeking an experienced Service Desk Support Specialist to join its team.

About the Opportunity

The Associate Service Desk Analyst is responsible for providing first-level support through taking calls and handling the resulting incidents or service requests, using the incident management and request fulfilment processes, in line with Service Desk objectives.

About Your Responsibilities
  • Serving as the first point of contact for customers seeking technical assistance over the phone or email;
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions;
  • Determining the best solution based on the issue and details provided by customers;
  • Walking the customer through the problem-solving process;
  • Directing unresolved issues to the next level of support personnel;
  • Providing accurate information on IT products or services;
  • Recording events and problems and their resolution in logs;
  • Following-up and updating customer status and information;
  • Passing on any feedback or suggestions by customers to the appropriate internal team
  • Identifying and suggesting possible improvements on procedures.
About Your Qualifications
  • You are currently studying towards or have recently completed a Bachelor's degree in Computer Science or a related field, or completion of an apprenticeship in a relevant area;
  • Have good understanding of computer systems, mobile devices, and other tech products;
  • Are able to effectively diagnose and resolve basic technical issues;
  • Enjoy solving problems;
  • Can contribute to a team dynamic and bring your unique skills and ideas to the table;
  • A can-do attitude and a passion for continuous learning and professional growth.
Benefits

We offer:

  • A competitive salary of AU$60,000 - AU$80,000 per year;
  • CA Program financial support and membership, paid study leave, and course completion bonuses;
  • Access to senior leaders and technical experts who guide, mentor and shape your career;
  • Access to structured programs and technical conferences to aid professional development;
  • Employee Assistance Program to support positive mental health and wellbeing;
  • Regular office social events to build your professional networks;
  • Total Permanent Disability and Income Protection insurance for all permanent employees;
  • Experience working on a diverse range of clients; and
  • Being part of a Top 100 Graduate Employer award-winning program
Who We Are

RSM Australia is committed to empowering and developing our people to achieve exceptional results. We believe in putting people first and fostering a culture that encourages growth, collaboration, and success.



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