About the role

This position is engaged to investigate and resolve software and hardware problems of all computer users for all applicable offices.

Key responsibilities

- Delivers second-level support, resolving complex and escalated incidents passed up from junior/graduate technicians, with documented root-cause closure notes.
- Answers, evaluates and prioritises incoming requests and assists users with hardware, software, networking and other technology-related problems.
- Performs advanced operating system troubleshooting and network connectivity diagnostics.
- Performs Active Directory / Entra user and group administration (support-level, not governance/ownership).
- Provides general application support across the standard operating environment.
- Responsible for Incident Management via RSM's ITSM (ServiceNow) tracking platform, meeting agreed SLAs and support KPIs.
- Acts as an IT Asset Management expert, maintaining the national asset database.
- Authors and maintain knowledge base articles and user guides, rather than delivering basic user training only.
- Provides technical mentoring to junior and graduate technicians and documents processes and procedures.
- Engages with software and hardware vendors to request service, coordinate replacements and resolve defective products.
- Configures and installs personal computers, mobile devices, software and peripheral equipment.
- Provides both on-site and remote support (e.g., TeamViewer, Remote Desktop), including remote assistance to other offices.




- Contributes to the development and implementation of policies and procedures related to network, hardware, software, security and backup, and polices security in accordance with national IT procedures.
- Involved with projects and effectively delivers on delegated tasks.
- Maintains a clean and safe working environment in accordance with RSM standards, and works outside normal hours where necessary to ensure the provision of critical computing services.

Education requirements, experience & attributes

- A minimum of 2 years' experience in a similar IT support role.
- Relevant tertiary qualification in IT (TAFE certification/diploma) and a positive can-do attitude.
- Proven experience providing responsive customer service and support, and working under limited supervision.
- Demonstrated experience with advanced OS troubleshooting, network diagnostics, Active Directory and general application support.
- Good interpersonal skills and the ability to establish effective working relationships.
- Knowledge and understanding of trends and developments in I.T., and a willingness to work flexible schedule.
- Current and valid driver's licence, with flexibility to travel occasionally to regional RSM offices.
- A willingness to work flexible hours.
- Working within a financial services environment an advantage.
- Drivers licence as may be required to travel occasionally to regional RSM offices

Benefits

Working for RSM entitles everyone to a wide range of leading health, wellness financial and lifestyle benefits.

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📌 Intermediate Service Desk Technician (Melbourne)
🏢 RSM Australia
📍 Melbourne