Service Desk Technician

OUR VALUE PROPOSITION

At RSM, our purpose is to instill confidence in a world of change for both our clients and our people.

RSM Australia supports a people-centric and collaborative culture where we are committed to empowering and developing you. As a leading professional services firm, we connect you to an extensive network of global resources and invest in your future. We value the meaningful work that you do and encourage you to be a part of the change.

Our value proposition is our commitment to you; it highlights the experiences, benefits, and value that you can expect as part of RSM. This is underpinned by our three values – integrity in everything that we do, supporting clients everywhere, and developing and valuing everyone.

Who we are:

RSM Australia is a member of RSM, the world’s 6th largest network of audit, tax and consulting firms. We are an award-winning professional services firm with over 100 years experience supporting Australian businesses. We believe in putting people first and we are proud to have developed a work culture that fosters growth, collaboration and success.

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. 

About you:

EDUCATION REQUIREMENTS, DEMONSTRATED EXPERIENCE & ATTRIBUTES:

Essential

• 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 hours. 
• Current and valid driver's licence, with flexibility to travel occasionally to regional RSM offices. 
• A willingness to work flexible hours.
• Positive can-do attitude.
• Working within a financial services environment an advantage.
• Drivers licence as may be required to travel occasionally to regional RSM offices

Life at RSM:

RSM provides a great environment to build skills and confidence and we help our people achieve their best. We are trusted advisors to our clients, so it is critical for us to find the right people for the job on offer. Our network of offices across Australia and around the world allow us to offer a personal service to all our clients regardless of where they are!

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

How to apply: 

Please click on the “apply” button and complete our online application form.

Agencies, thank you for thinking of us, but our recruitment is managed internally, and we will reach out to our preferred suppliers if we need assistance.