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 will start as a 12 month maximum term role. What will you be doing? 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. 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 end-users on equipment operation and common troubleshooting techniques, keeping detailed records of faults, solutions, and contact information. 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. 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 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. 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? 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). Previous experience in a helpdesk environment, with expertise in troubleshooting Windows operating systems, network connectivity issues, and hardware-related concerns. Strong understanding of Active Directory, Microsoft Office Suite, and common business applications, with knowledge of remote desktop services (e.g., ConnectWise). Sound technical knowledge of desktop hardware and both standard and customised software. Skilled in problem-solving, analysing complex technical issues, and creating innovative solutions. Exceptional interpersonal and communication skills, with a customer-centric approach and ability to manage multiple problems and prioritise issues effectively. 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. 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. This position has a rotating roster for start and finish times and is required to be in the office 100%. Post probation you would go onto a night shift roster to support our staff working at night. What are we looking for in you? Work with cutting-edge technologies and be part of a team driving digital transformation across RACWA. Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment. Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance. Contribute to high-impact projects or products that directly enhance RACWA's services to its members and the community. Be part of an organisation that embraces diversity and inclusion, ensuring a welcoming environment for all employees. Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives. 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. RAC values inclusivity, diversity, and flexibility in the workplace. As an Equal Opportunity Employer, we welcome everyone. For assistance during the application process, contact [email protected]. #LI-JC1