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 role provides national support across the business for IT hardware deployment, end-user support, and training. You will play a key role in ensuring the smooth operation of IT systems, delivering responsive support, and contributing to a high-quality user experience across all offices.

Key Responsibilities

• Deliver first and second-level support across IT systems, hardware, and software.
• Manage and triage incoming requests, prioritising issues and ensuring timely resolution.
• Resolve national support requests via the ServiceNow incident management system.
• Log and track all support requests received via phone, email, face-to-face, or collaboration tools.
• Provide both on-site and remote support using tools such as TeamViewer and Remote Desktop.
• Configure, install, and maintain laptops, desktops, mobile devices, and peripheral equipment.
• Ensure adherence to national IT security policies, procedures, and best practices.
• Meet agreed service level agreements (SLAs) and support KPIs.
• Collaborate with the IT team to identify recurring issues and contribute to continuous improvement.
• Engage with hardware and software vendors to resolve technical issues and manage replacements.
• Support IT projects and deliver assigned tasks effectively.
• Travel interstate to provide on-site support when required.
• Assist in mentoring and developing junior team members.
• Create and maintain knowledge base articles and user guides.
• Participate in team meetings, training sessions, and broader IT initiatives.
• Maintain a safe, clean, and compliant working environment.
• Provide support outside standard hours where required to maintain critical services.

About you:

• Relevant tertiary qualification in IT (degree, diploma, or certification).
• Minimum 12 months' experience in a similar IT support role.
• Experience in customer service, end-user training, and remote support highly regarded.
• Strong interpersonal skills with the ability to build effective working relationships.
• A proactive, solutions-focused mindset with a commitment to delivering excellent service.
• Ability to prioritise tasks and work effectively in a fast-paced environment.
• Current and valid driver's licence.
• Flexibility to travel and work outside standard hours when required.

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.