As a Service Desk Analyst, you will be providing first and second level IT support for all RAC internal and external customers, assisting with operating installed hardware and software in accordance with agreed service levels. The role is offered as a 12‐month maximum term position.
Responsibilities
* Serve as the primary point of contact for RAC IT helpdesk support via telephone, online, or face‐to‐face interactions, ensuring SLAs are met for all support queries.
* Resolve end‐user issues and enquiries promptly, guiding users to resolve problems in line with established procedures.
* Educate and assist end‐users on equipment operation and common troubleshooting techniques, documenting faults, solutions and contact information.
* Maintain a high level of customer service, adhere to SLAs for all hardware/software installations, and deliver professional service by ensuring timely updates and realistic resolution timelines.
* Act as a liaison between end users and service providers, updating internal documentation and recording known issues and solutions in the knowledge base.
* Engage in continuous team training, maintain knowledge of the RAC Standard Operating Environment (SOE), and document trends experienced by end‐users.
* Prioritise and manage P1 and P2 incidents, handle stakeholder communications, and develop strong working relationships with key stakeholders.
This position has a rotating roster for start and finish times and requires full‐time presence in the office (100%). After probation, the role transitions to a night shift roster to support staff working at night.
Qualifications
* Experience diagnosing needs through effective conversation and questioning, managing customer expectations, and delivering IT Service Desk support using ITSM toolsets such as ServiceNow or Jira Service Desk.
* Previous helpdesk experience with expertise in troubleshooting Windows operating systems, network connectivity issues, and hardware‐related concerns.
* Strong understanding of Active Directory, Microsoft Office Suite, common business applications, and 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 the ability to manage multiple problems and prioritise issues effectively.
* Team player with a collaborative mindset, professionalism, reliability, and a commitment to confidentiality and data security.
* Action‐oriented, high energy, adaptable to shifting demands, and capable of communicating effectively, planning, aligning work with organisational goals, and anticipating technological advancements.
Benefits
Flexible and hybrid working arrangements, including temporary remote work options and a focus on work‐life balance.
Opportunity to contribute to high‐impact projects that directly enhance RACWA's services to its members and the community.
Work within an organisation that values diversity and inclusion, ensuring a welcoming environment for all employees.
Access to employee wellbeing programs, including mental health support and wellness initiatives.
EEO Statement
RAC is an equal opportunity employer and welcomes applications from diverse groups, including Indigenous and Torres Strait Islander peoples, people with disabilities, all ages, LGBTQI+ identities, all languages, and diverse cultural backgrounds.
For assistance during the application process, contact .
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