To provide technical assistance and support via phone, email or chat, to end-users who are experiencing computer hardware, software, or network-related issues. Their primary goal is to resolve technical problems and ensure that computer systems and networks are functioning properly to minimise downtime and optimise productivity.

- Provide a memorable customer experience with every customer contact by ensuring every service request is handled professionally;
- Provide telephone and ticketing support to internal and external customers;
- Investigating, diagnosing and assessing basic technical problems reported by customers;
- Document all customer interactions in our Professional Services Automation (PSA) system;
- Collaborate with the Technical & Engineering team to diagnose problems and identify corrective actions for customers;
- Review and update knowledge base and technical support documentation to reflect current technical information on process or product;
- Support clients within all SLA metrics and maintain communication throughout the entire process of incident management;
- Work with third party vendors and software providers to maintain and resolve product issues for our clients’ systems;
- Follow agreed process and procedures by logging issues, requests and questions;
- Maintain and administer systems, which include computers running Windows OS or mac-OS, Microsoft Office, basic printing, internet, email and Windows server support.

Other Duties

- To assist with workshop related tasks & duties, specifically coordinating deliveries, new workstation/laptop deployments.
- To assist with the procurement and set up of hardware deliveries for projects.
- To provide ad-hoc or scheduled on-site IT support for clients where issues cannot be resolved remotely, or where on-site support is required for On-boarding of a new client.

Skills and Competencies

- Customer service focused: Committed to providing exceptional customer service across all methods– written, phone and face to face.
- Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience, internally and externally.
- Attention to detail: Excellent attention to detail and written skills when communicating with others, including documentation both internally and externally.
- Problem Solving: The ability to diagnose and troubleshoot issues confidently and efficiently.
- Time management and Prioritisation: Able to prioritise tasks, manage time effectively, and work efficiently to meet service level agreements (SLAs) or response time targets.
- Organisation: Is able to manage, plan and prioritise tasks in a logical and orderly manner.
- Inclusive: Willingness to assist and support others as required within a team environment.
- Transparency: Communicate freely and effectively and is open to feedback on performance.
- Approachability: Receptive to others views and happy to assist other employees when needed.
- Passionate: Encourages others and always bring their best self to work.
- Accountable: Owning situations and outcomes.

Technical Skills and Experience

- Minimum 1 Year previous MSP or Service Desk related experience (highly desirable, not essential)
- Certificate 3 in Information Technology, Bachelor of Information Technology or similar (essential)
- Certification in Microsoft 365 Fundamentals, Access 4 VoIP, Azure, Windows / Apple operation systems, Level 1 Microsoft Server Service Management Experience (Active Directory, Exchange, DNS, IIS, etc.) (highly desirable, not essential)
- 2 Years experience in a customer facing role

To oversee and manage the first level of IT support provided by our L1 Helpdesk Technicians for our clients. The position is responsible for coordinating and prioritising incoming support requests to ensure they are acknowledged and resolved in a timely and efficient manner within SLA’s. As a key lead within the business, they are responsible for all performance metrics across their assigned L1 team including coaching, training, and the team’s performance. Living and influencing our brand values, this role will play a key part in developing and promoting a high performing culture.

Main Duties and Responsibilities

- Foster and influence a high performing, collaborative, and customer-centric team culture that supports staff growth into wider areas of the business.
- Build a strong working relation between team members and with your team. Ensuring a collaborative and productive working environment.
- Conducting regular team meetings, 1on1’s, and keep it a fun place to work.
- Develop staff into high performing team members with a growth mindset. Through training, timely feedback and coaching.
- Assist and coach team members with creating personal development plans, including suggesting/directing specific training programs.
- Coach team members in developing their skills and capabilities in line with organisational, team, and their personal goals.
- Ensure tangible outcomes to staff development, such as recognised exams or certifications.
- Assists with the process of recruiting and onboarding high performing new staff. This includes interviewing, onboarding, and training team members to ensure they are set up for success during their probationary period and beyond.
- Mentor, coach, and manage the team to investigate, diagnose and assess basic L1 technical problems reported by customers.
- Develop and deliver learning sessions, working with internal resources to develop training materials aligned with organisational and team learning objectives.
- Approach and adjust your training, mentoring,



and development of team members in a flexible manner, to ensure that each person gets the most benefit.

Manage the day-to-day performance of the team

- Ensure L1 Technicians provide a memorable customer experience with every contact by ensuring every service request is handled professionally.
- Monitor work quality & performance against the team and organisational goals and KPIs.
- Ensure that the team understands and follows operating procedures and guidelines. Monitor adherence to these and ensure that timely feedback is provided where
- Triage incoming tickets and ensure they are assigned to appropriate resources based on SLAs, availability, and technical ability.
- Proactively manage the in-progress work of the team, ensuring work/tickets are reassigned as required to meet SLAs and that onsite requirements are met.
- Monitor quality and performance of work performed against organisational KPIs to make learning recommendations, provide feedback, or to elevate concerns.
- Ensuring IT Support Technicians are accountable for their work quality, and using available resources and follow processes around service delivery.
- Oversight, reviewing, and actioning of the team’s survey scores to ensure we are delivering on SLA’s and delivering exceptional customer service.
- Act as a technical escalation point for the team. Providing direct technical direction, support and guidance to the team on all technologies supported in client environments.

Encourage and lead a culture of continuous improvement

- Observes learners performing practical activities and work. Advises and assists where necessary. Provides detailed instruction where necessary and responds to questions,
- seeking advice in exceptional conditions beyond own experience.
- Develop a growth and accountability mindset within your team. No issue should be walked past.
- Develop a culture where all staff feel safe to provide suggestions to improve company performance, and can proactively implement changes where appropriate, such as
- ensuring technical documentation is proactively updated.
- Reviewing and maintaining technical knowledge base and support processes to reflect current technical information on process or product. Including liaising with clients on
- customer specific documentation such as user on/offboarding.
- Based on customer feedback and ticket reviews, proactively suggest improvements to internal Standard Operating Procedures.
- Provide feedback to Management of areas of improvement, including suggestions and examples of what improvements could be made to processes, training, and other areas.

Other Duties

- Assist the Service Delivery Lead with internal team improvement, reviews, process development, or other assigned adhoc tasks.
- Developing and maintaining relationships with key client stakeholders.
- Documenting all customer interactions in our Customer Relationship Management (CRM) system.
- Act as the Level 1 team after hours escalation point when IT Support Technicians are rostered on afterhours for support.

Values

- Inclusive: Willingness to assist and support others as required within a team environment.
- Transparency: Communicate freely and effectively and is open to feedback on performance.
- Approachability: Receptive to others views and happy to assist other employees when needed
- Passionate: Encourages others and always bring their best self to work.
- Accountable: Owning situations and outcomes.

Team Management: Ability to lead and motivate teams, fostering a collaborative and high-performing work environment.

Decision-Making: Make informed decisions quickly and effectively, especially during critical situations.

Communication: Ability to articulate complex technical concepts in a clear and concise manner. Ability to communicate with technicians Comwire’s expectations, process, and performance. Manages up, ensuring that management is kept up to date with performance, staff, or other issues and how these are being addressed.

Time Management: Accomplishing set objectives effectively, within budget, and on time. Ensuring all duties of the role are carried out in an productive and timely manner.

Problem-Solving: Analytical Thinking: Strong analytical and problem-solving skills to address issues and improve service delivery processes. Root Cause Analysis: Capability to conduct thorough investigations and identify the root causes of incidents.

Managing Performance: Sets clear expectations, has regular 1 on 1 meetings, and is focused on continual improvement.

Interpersonal Skills: Conflict Resolution: Skill in resolving conflicts and addressing challenges within the team or with clients. Empathy: Understanding and empathizing with both client and team concerns.

Providing Feedback: Provides regular constructive feedback to recognise, challenge, and develop their team against values, behaviours, & performance.

Technical Skills & Experience

- Previous MSP, Technical, or Service Desk related experience (essential).
- 1+ years of experience leading, coaching and managing teams (essential).
- 3+ years of experience in technical roles supporting client or Internal IT organisations.
- Technical acumen of advanced troubleshooting techniques and technologies.




- Certification/experience in the following highly desired but not essential:
- ITIL Foundation
- Microsoft Intermediate Certifications (Modern Desktop/Cloud Services/Cyber Security).
- Vendor Networking/Security Certifications (Cisco/Fortinet)
- Access 4 / 3cx VoIP
- Certificate 3/Diploma in Information Technology, Bachelor of Information Technology, or similar relevant tertiary education.
- Exciting opportunity to join SA’s iconic RAA
- Fulltime | Permanent | Hybrid working arrangement
- Join a collaborative Technology team delivering exceptional IT support services

Ready to take the next step in your IT support career with one of South Australia’s most trusted organisations? Join RAA’s Technology team and play a key role delivering high-quality technical support and service outcomes across the business.

This opportunity sits within the ICT Operations team and supports the delivery of responsive, customer-focused IT services to internal staff and stakeholders. As a Service Desk Analyst, you’ll provide advanced technical support across a broad range of hardware, software and cloud-based technologies while contributing to continuous improvement initiatives that enhance service delivery and user experience.

Reporting to the Manager, ITSM Integration & Delivery, you’ll manage incidents and service requests through to resolution, provide guidance and troubleshooting support to users, and collaborate with internal teams and third-party providers to ensure timely and effective outcomes.

Your responsibilities will include:

- Provide high-quality frontline IT support to RAA staff and contractors across multiple sites
- Respond to incidents and service requests via phone, email and ticketing systems in a timely and professional manner
- Diagnose and troubleshoot hardware, software, network and device-related issues
- Manage incidents and requests through the full lifecycle, escalating where required
- Collaborate with internal IT teams and third-party vendors to resolve complex technical issues.
- Assist with the deployment, configuration and support of hardware, software and cloud-based systems
- Maintain accurate records, documentation and knowledge base articles within the ticketing system
- Contribute to service improvement initiatives, process optimisation and knowledge sharing across the team
- Support compliance with IT security, identity and access management processes and policies
- Participate in an on-call roster and occasional out-of-hours support as required

About You

You’re a customer-focused IT professional who enjoys solving technical problems and delivering a positive support experience. You’re proactive, adaptable and thrive in a fast-paced environment where collaboration and continuous improvement are valued. You will also bring:

- Bachelor’s degree in Information Technology, Computer Science or equivalent experience
- Experience in a Service Desk, Helpdesk or technical support environment
- Strong understanding of IT concepts including hardware, software, networking and operating systems
- Experience supporting Microsoft Windows, Apple Mac OS, M365, Azure AD and cloud-based technologies
- Familiarity with ServiceNow or similar ticketing systems and remote support tools
- Strong troubleshooting, analytical and problem-solving skills with high attention to detail
- Excellent communication skills with the ability to explain technical concepts to non-technical users
- Ability to work collaboratively while managing competing priorities effectively
- Current driver’s licence and willingness to work across multiple locations as required

In addition to core skills you will have:

- Experience supporting Microsoft Windows, Apple Mac OS, M365, Azure AD and cloud-based technologies
- Familiarity with ServiceNow or similar ticketing systems and remote support tools
- Strong troubleshooting, analytical and problem-solving skills with high attention to detail
- Excellent communication skills with the ability to explain technical concepts to non-technical users
- Ability to work collaboratively while managing competing priorities effectively
- Current driver’s licence and willingness to work across multiple locations as required

Ready to build your technical capability with a supportive and high-performing Technology team? We’d love to hear from you.

About us

Established in 1903, RAA has grown up alongside South Australia - and for more than 120 years, the community has trusted us to have their back. Known for our iconic road service and insurance, we now support over 830,000 members across travel, energy, solar and battery solutions, EV charging and more. And we don’t just deliver services, we stand up for what matters, advocating for safety, wellbeing and a stronger future for our state.

Our purpose is simple: be better for our members and better for our community. Guided by our values — Member Obsessed, Doing the Right Thing, Delivering Together and Courageously Challenging. We’re one of SA’s most trusted brands and biggest employers, with 1,100+ people. We’re on a mission to be the #1 employer of choice, creating an inclusive, supportive workplace where our people feel empowered to make a real difference, every day.

We love our people at RAA and believe our employees should be rewarded for being a part of the RAA team. Some of our employee benefits include:

- Free RAA premium road service
- Access to our RAA Rewards Program
- Generous discounts on all RAA products
- Ongoing Training & Development opportunities and a Study Support Program
- Wellbeing facilities and Corporate Health Insurance Plan

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📌 Service Desk Analyst - Transitions (Adelaide)
🏢 CENTORRINO TECHNOLOGIES
📍 Adelaide