Service Desk Analyst

2 weeks ago

Fortitude Valley, Australia RPS Group Full time

We have 2 opportunities (1x Brisbane, 1x Sydney) available in our IT team, this pivotal role provides frontline technical support for hardware, software, networking and other PC related technologies across multiple offices, both locally and globally.

**About the role**
- Utilise RPS’ ITSM and support toolsets, evaluate, prioritise, record and manage incidents and service requests in accordance with RPS’ defined process framework
- Ensure that all technical incidents and requests are resolved within the defined SLAs
- Create user accounts and configure hardware for all new hires/replacements
- Provide audio and video equipment support to the offices and conference rooms
- Be accountable for achieving 1st level fix rate by developing and maintaining a good overall knowledge of the Technology Services and Infrastructure supported by them.
- Ensure all requests are effectively recorded, managed and owned through resolution and closure
- Ensure that requests are managed appropriately and where applicable, escalate incidents to higher resolver groups as quickly as possible.
- Ensure continuous improvement by sharing and receiving knowledge on our services and solutions to drive the service closer to the end user
- Accurately maintain database records for all related computer and software assets
- At all times, ensure consistent and high-quality service and support
- Maintain adherence to all Company and Global Technology policies
- Provide technical and administrative assistance to other Technology teams as required
- Work flexibly to ensure coverage of core business hours

**About You**

You will ideally have:

- ** **Demonstrated minimum 2 years’ experience in vendor support and procurement environment
- Demonstrated ability to problem solve and exercise judgement whilst working independently
- Demonstrated commitment to providing a high level of customer service
- Well-developed written and verbal communication skills, including the ability to communicate technical concepts to non-technical staff
- Ability to propose and discuss alternative designs and solutions with nontechnical business managers.
- Demonstrated ability to produce high quality and accurate work in an environment with competing deadlines
- Knowledge of MS Office and Visio advantageous

**Our Approach**

Our people live our purpose, deliver our promise, and demonstrate our behaviours every day. Our behaviours define who we are. Developed by our people, they underpin everything that we do. They create the memorable experiences we are known for and make RPS a great place to do great work. ‘Stronger Together’ is one of our five core behaviours and it is inherent in creating an inclusive workplace: ‘We are respectful, acknowledge diversity, and recognise the potential and contribution of everyone. We bring out the best in one another, always assuming best intent. People who learn and grow thrive in our business, sharing in our success.’

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