Service Desk Analyst

With more than 210,000 members we’ve been a part of the Tasmanian community for over 100 years – we're Tasmania’s shoulder to lean on and voice when it matters. Our values guide us in all that we do – Engage with Heart, Unleash Potential, Walk the Talk and Together we Thrive. With our local knowledge and as the state’s number one brand we’re here to support our members by helping them enjoy life, giving them a helping hand and making their money go further.

We have an exciting opportunity for someone to join our Technology team as a Service Desk Analyst. This role provides guidance and support for ICT services.

About you:

• Sound understanding of Windows 11 (in addition to Windows 10), Android and Apple iOS operating systems.
• Sound understanding of Microsoft applications (Microsoft365, Mirosoft Dynamics 365, Microsoft Azure ecosystem).
• Good knowledge of ICT hardware.
• Analytical skills to diagnose and resolve operational, software and basic hardware problems.
• Effective interpersonal and communication skills (written and oral).
• Ability to adapt in a changing environment.
• Understanding of Active Directory and user account administration (desirable)
• Understanding of ITIL framework (desirable).

We’re offering:

Aside from the opportunity to work with an iconic Tasmanian brand and playing a key part in supporting our Tasmanian community, we also offer flexibility on work arrangements and exceptional career development. There’s also discounts on RACT products and service and free roadside assist, access to all member benefits, reward and recognition programs, regular team activities, three reset days additional to annual leave, volunteer day program, paid parenting leave, and dog-friendly Fridays.

About the role:

• Maintain a high degree of customer service for all support enquiries.
• Assist with Level 1 and 2 Service Desk support and incident management for the RACT group including:
  • Good hardware troubleshooting skills on phones, laptops, PCs and printers;
  • Good software troubleshooting skills;
  • Active Directory usage;
  • Troubleshoot network issues.
• Receive, log and manage calls from internal staff via telephone, email and online portal.
• Enter data and maintain records relevant to the effective provision of support.
• Track the progress of requests and liaise as necessary with internal customers.
• Support the timely resolution of support requests within agreed internal Service Level Agreements (SLAs).
• Manage support requests and incidents through to resolution as appropriate, including escalation to second level support and management of internal stakeholders. 

If you think you would be a great fit, we’d love to hear from you. Applications are open until 9:00am Tuesday 30 April 2024. To apply, please submit your resume and cover letter via SEEK. For any enquiries, please reach out to ***************@ract.com.au.