Service Desk Analyst

• Melbourne, Victoria | RACV Head Office
• Full time | Hybrid Working
• A Competitive Salary | Discounts on Selected RACV Products

Great things start here

Join a collaborative Technology team where you’ll be the first point of contact for Technology support, helping to keep systems, applications and services running smoothly across the business.

About the Opportunity

As a Service Desk Analyst, you’ll deliver high-quality frontline support by managing incidents and service requests end-to-end. You’ll play a key role in ensuring timely resolution, strong customer communication, and minimal service disruption.

Key Responsibilities

• Act as the first point of contact for Technology incidents and service requests
• Provide end-to-end incident and request management, including escalation where required
• Prioritise and resolve issues to achieve high first-call resolution rates
• Support major incidents, including coordination and stakeholder communication
• Maintain accurate records in Service Desk systems and meet SLA targets
• Liaise with internal teams and third-party vendors to resolve issues efficiently
• Contribute to ongoing service improvements and day-to-day Service Desk operations

What you’ll need to be successful

• Experience in first-level IT support within a corporate environment will be beneficial
• Strong customer service and communication skills
• Experience working with Microsoft 365, desktop environments
• Understanding of ITIL/service management principles will be beneficial
• Ability to prioritise, problem solve and work under pressure
• A proactive, team-focused mindset with strong attention to detail

There’s so much on offer when you join RACV with benefits including

• Our flexible and informal work environment which helps bring balance between work and home.
• Generous discounts on home and car insurance policies and RACV roadside care
• Great discounts across all RACV resorts
• Discounts from corporate partners that are updated monthly.

Our difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Application Process

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.