Desktop Support Analyst

As Desktop Support at RAC, 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. This role is supporting our Windows 11 roll out and is a 1-year max term position.

What will you be doing?

• Providing Technical Support: Providing second and third-level technical support to internal customers through the Desktop Support system, utilising Desktop Support tools to their fullest potential and welcoming new ideas for tool application.
• Developing and Managing Infrastructure: Contributing to the development, testing, implementation, and upkeep of the Managed Operating Environment for the corporate PC infrastructure and aiding in the lifecycle refresh components for the Desktop infrastructure layer.
• Monitoring and Managing Service Delivery: Monitoring service delivery performance metrics and collaborating with managers and customers to ensure adherence to service level agreements, managing configuration items to safeguard assets from unauthorized changes.
• Investigating and Resolving Issues: Investigating system and service issues, supporting in implementing solutions and preventive measures, and addressing support requests following established procedures.
• Enhancing Service Quality: Collaborating with team members and escalation points within the organisation to address issues and enhance service quality, leading project initiatives to deploy solutions for end-users.
• Maintaining Compliance and Documentation: Adhering to established procedures and policies to ensure compliance with security and data protection regulations, maintaining accurate documentation of support activities, and staying updated on emerging technologies.
• Providing Comprehensive End-User Support: Managing the installation and configuration of desktops, laptops, peripheral equipment, and software, providing end-user support both remotely and in person, and serving as a reliable service desk escalation point.

What are we looking for in you?

• Educational Background: High school education is mandatory. Tertiary qualifications in computer science, Information Technology, or a related field are preferred.
• Relevant Certifications: Relevant certifications such as ITIL, Azure, CompTIA A+, or Microsoft Certified Professional are desirable.
• Technical Expertise: Advanced understanding of end-user support, Azure Active Directory, and comprehensive knowledge of Azure AD, Active Directory, Windows, and Office 365.
• ITSM and ITIL Experience: Exposure to ITSM toolsets (e.g., Jira Service Desk, ServiceNow) and experience with ITIL methodologies.
• Network and Troubleshooting Skills: Familiarity with network troubleshooting and basic network configuration.
• Problem-Solving and Communication: Excellent problem-solving abilities, high-level communication skills, and experience in customer service or helpdesk support environments.
• Leadership and Teamwork: Ability to lead Support Analysts, manage customer expectations, and work effectively both independently and as part of a team.
• Technical Knowledge and Prioritisation: Sound technical knowledge of desktop hardware and software, ability to manage multiple issues, and prioritise tasks efficiently.

What can we offer 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.
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].