As a Senior Support Analyst, 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.

About the role

• Providing the business with a professional and consistent service by ensuring requests are regularly updated and realistic resolution times are provided
• Applying a reliable service desk ticketing operation as second level escalation point for the RAC IT Service Desk
• Answering support requests from email, ticketing system, walk-ins, and phone calls.
• Performing field service calls to RAC owned buildings
• Presenting to Field Service and Service Desk teams for knowledge transfer and growth mindset
• Assisting with Field Support project work and delegated tasks from End User Platform project work when required

What are we looking for?

• Experience in quickly diagnosing needs through effective conversation and questioning
• Previous experience working within a customer service or helpdesk support environment is desirable
• Experience working in an environment managing customer expectations
• Experience with directory services, specifically Active Directory & Azure AD
• Exposure in using ITSM toolsets (e.g Jira Service Desk, ServiceNow)

What's in it for you?

• Working in an environment that is embracing a continuous improvement culture
• Be part of an organisation that focuses on Growth Mindset, providing you training and certification
• Work in a company with the highest Microsoft Azure consumption in WA showing we are truly cloud focused
• Being part of empowered, cross-functional agile delivery teams that works with the business to solve problems
• Gain RAC Staff Benefits including free Roadside Assistance and 25% discount on your Insurances

About RAC
As an Equal Opportunity Employer, RAC values inclusivity and promotes a workplace that actively seeks to welcome contributions from all people. We encourage people of all abilities, Aboriginal and Torres Strait Islanders, diverse cultures and backgrounds, LGBTIQ+ identities, and all age groups to apply.

RAC is committed to flexibility. If you need assistance or adjustments to fully participate in the application process, please contact [email protected].