Desktop Support Analyst

As Desktop Support at RAC (known as Senior Support Analyst internally), 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 cultureBe part of an organisation that focuses on Growth Mindset, providing you training and certificationWork in a company with the highest Microsoft Azure consumption in WA showing we are truly cloud focusedBeing part of empowered, cross-functional agile delivery teams that works with the business to solve problemsFlexibility between working from the home or office with flexible hours for a better work life balanceGain RAC Staff Benefits including free Roadside Assistance and 25% discount on your InsurancesAbout the roleProviding the business with a professional and consistent service by ensuring requests are regularly updated and realistic resolution times are providedApplying a reliable service desk ticketing operation as second level escalation point for the RAC IT Service DeskAnswering support requests from email, ticketing system, walk-ins, and phone calls.Performing field service calls to RAC owned buildingsPresenting to Field Service and Service Desk teams for knowledge transfer and growth mindsetAssisting with Field Support project work and delegated tasks from End User Platform project work when requiredWhat are we looking for?Experience in quickly diagnosing needs through effective conversation and questioningPrevious experience working within a customer service or helpdesk support environment is desirableExperience working in an environment managing customer expectationsExperience with directory services, specifically Active Directory & Azure ADExposure in using ITSM toolsets (e.g Jira Service Desk, ServiceNow)About RACAs an Equal Opportunity Employer, RAC values inclusivity and promotes a workplace that actively seeks to welcome contributions from all people. RAC is committed to flexibility. If you need assistance or adjustments to fully participate in the application process, please contact recruitment@rac.com.au.