Service Desk Analyst

About the role

Join RAA’s Technology team as a Service Desk Analyst, delivering high‑quality technical support and service outcomes across the business. You will work within the ICT Operations team, providing advanced support for hardware, software and cloud technologies while contributing to continuous improvement initiatives.

Key responsibilities

• Provide frontline IT support to RAA staff and contractors across multiple sites via phone, email and ticketing system.
• Diagnose and troubleshoot hardware, software, network and device issues, managing incidents and service requests through the full lifecycle.
• Collaborate with internal IT teams and third‑party vendors to resolve complex technical problems.
• Assist with deployment, configuration and support of hardware, software and cloud‑based systems.
• Maintain accurate records, documentation and knowledge‑base articles in the ticketing system.
• Participate in on‑call roster and occasional out‑of‑hours support.

Required profile

• Bachelor’s degree in IT, Computer Science or equivalent experience.
• ITIL v4 Foundation certification.
• Experience in a Service Desk, Helpdesk or technical support environment.
• Strong troubleshooting, analytical and problem‑solving skills with high attention to detail.
• Excellent communication skills and ability to explain technical concepts to non‑technical users.
• Current driver’s licence and willingness to work across multiple locations.

Required skills

• Microsoft Windows
• Apple macOS
• Microsoft 365 (M365)
• Azure Active Directory
• ServiceNow or similar ticketing systems
• ITIL v4 Foundation

What we offer

• Free RAA premium road service
• Access to RAA Rewards Program and generous product discounts
• Flexible work arrangements (hybrid)
• Ongoing training, development and study support program
• Wellbeing facilities and corporate health insurance plan