Service Desk Analyst

As a Service Desk Analyst, you will be providing first and second level IT support for all RAC internal and external customers associated with operating installed hardware and software according to agreed service levels. This role will also assist with our Windows 11 rollout.

What will you be doing?
- Operating as Helpdesk Support: Operating as the primary point of contact for RAC IT helpdesk support through telephone, online, or face-to-face interactions, ensuring SLAs (Service Level Agreements) are met for all support queries.
- Resolving End-User Issues: Efficiently resolving end-user issues and enquiries promptly, addressing service requests by guiding users to resolve their issues in accordance with established procedures.
- Educating and Assisting Users: Educating and assisting end-users on equipment operation and common troubleshooting techniques, keeping detailed records of faults, solutions, and contact information.
- Maintaining Service Excellence: Maintaining a high degree of customer service, adhering to SLAs for all hardware/software installations, and delivering professional service by ensuring timely updates and realistic resolution timelines.
- Liaising and Documenting: Acting 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.
- Engaging in Continuous Improvement: Engaging in continuous team training initiatives, sustaining a proficient understanding of both new and existing RAC Standard Operating Environment (SOE), and identifying and documenting trends experienced by end-users.
- Managing Incidents and Relationships: Prioritising and managing P1 and P2 incidents while handling stakeholder communications, and developing and maintaining strong, effective working relationships with key stakeholders.

What are we looking for in you?
- Customer Interaction and Support: Experience in diagnosing needs through effective conversation and questioning, managing customer expectations, and delivering IT Service Desk support using ITSM toolsets (e.g., ServiceNow, Jira Service Desk).
- 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 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.

What are we looking for in you?
- Innovative Technology Environment: Work with cutting-edge technologies and be part of a team driving digital transformation across RACWA.
- 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 RACWA'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 RACWA's values and mission.

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.