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Senior Support Analyst
3 weeks ago
As a Senior Support Analyst, you will be providing first and second level IT support, and position also includes site visits to Joondalup Call Centre, Auto Services and Member Centre sites, supporting all RAC internal customers associated with operating installed hardware and software according to agreed service levels.
What's in it for you?
Working in an environment that is embracing a continuous improvement culture
Be part of an organisation that focuses on Growth Mindset, providing you training and certification
Work in a company with the highest Microsoft Azure consumption in WA showing we are truly cloud focused
Being part of empowered, cross-functional agile delivery teams that works with the business to solve problems
Flexibility between working from the home or office with flexible hours for a better work life balance
Gain RAC Staff Benefits including free Roadside Assistance and 25% discount on your Insurances
About the role
Providing the business with a professional and consistent service by ensuring requests are regularly updated and realistic resolution times are provided
Applying a reliable service desk ticketing operation as second level escalation point for the RAC IT Service Desk
Answering support requests from email, ticketing system, walk-ins, and phone calls.
Performing field service calls to RAC owned buildings
Presenting to Field Service and Service Desk teams for knowledge transfer and growth mindset
Assisting with Field Support project work and delegated tasks from End User Platform project work when required
What are we looking for?
Experience in quickly diagnosing needs through effective conversation and questioning
Previous experience working within a customer service or helpdesk support environment is desirable
Experience working in an environment managing customer expectations
Experience with directory services, specifically Active Directory & Azure AD
Exposure in using ITSM toolsets (e.g Jira Service Desk, ServiceNow)
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