Service Desk Analyst

The NRMA acknowledges the Traditional Custodians of the land and waterways on which our business operates. We pay our respects to Aboriginal and Torres Strait Islander Elders past, present and emerging.

Purpose led, we are proudly member-owned and one of Australia's most iconic and trusted brands. We started by being a voice for safer roads and providing legendary roadside assistance, but now we do so much more. 

From spectacular holiday destinations, car rentals and boats on our waterways, to leading the EV charging roll-out to prepare for the future of driving, speaking out for change in government policy and supporting sustainable travel. 

This is an exciting career opportunity for a Service Desk Analyst to join our Technology Engineering team where you will be the first level of support for any IT related matters across the NRMA Group. There is a strong focus on delivering exceptional service to our internal customers and ensuring tickets are resolved within the agreed service levels. The Service Desk Analyst is to ensure all the required triaging is complete and captured before escalating any IT related matters to the relevant group.

Key responsibilities:

• Respond to all phone calls and tickets raised in the ITSM system
• Ensure all tickets include all required information and escalate any tickets that cannot be resolved at first level
• Update customer of current status of support issues
• Provide setup and support to end users including laptop/desktop, mobile phone and tablets
• Research and provide information on technology issues to the team
• Monitor application performance and investigate failures and exceptions
• Provide regular status update of daily operations
• Create and update knowledge base, FAQ and procedures related to systems, services or applications

What You’ll Bring

• 2 years’ experience in providing technical support to a broad range of users in the corporate environment
• Successful completion of an ITIL Foundation or equivalent certificate level qualification (preferred but not essential)
• Intermediate to advanced understanding and skills with Office 365 applications
• Experience in supporting Avaya phone system; Microsoft Azura; Microsoft 365 certification and Jira Service Management (preferred not essential)
• Good analytical skills combined with the ability to troubleshoot and resolve technical issues
• Developed written and verbal communication skills
• High degree of organisation and time management skills with the ability to prioritise

What's in it for you?

At the NRMA we aren’t just about discounts (although you do get these). We know everyone leads unique lives, and it’s about those things that add up to make life both at work and outside of work just right for you.

• Progressive flexibility and well-being benefits to balance all of life's priorities
• Travel discounts on car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
• Complimentary myNRMA membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on all NRMA insurance products including car, home & travel
• Opens the door to other opportunities across the NRMA Group

At the NRMA inclusion and diversity are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. It fuels our innovation, promotes flexible ways of working and connects us closer to our members and the communities we serve.

• We made the 2022 AFR Boss Best Places to Work List
• Recognised by the Workplace Gender Equality Agency as an Employer of Choice for Gender Equality
• Certified as a Family Inclusive Workplace
• Awarded 2022 Australian Workplace Equality Index (AWEI) Bronze Employer & 2022 AWEI Most Improved Employer

Successful applicants will be required to complete pre-employment checks.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes.