IT Support Analyst - Geelong, Victoria, Australie (# 2124)

Description du poste

IAA Australia, a Ritchie Bros. Auctioneers company – is as a Great Place to Work®, we are a trusted leading global marketplace connecting vehicle buyers and sellers.  Leveraging leading-edge technology and focusing on innovation, IAA’s unique multichannel platform processes more than 2.5 million vehicles annually. Headquartered in Westchester, IL, IAA 

IAA serves a global buyer base – located throughout over 170 countries – and a full spectrum of sellers, including insurers, dealerships, fleet lease and rental car companies, and charitable organizations. 

If you’re an innovator with an entrepreneurial spirit, we want you to join our growing team – employed in a wide variety of positions from sales to operations to corporate functions – as we transform the global used equipment market.

IAA, Australia is searching for a IT Support Analyst to work out of either Yatala, QLD or Geelong, VIC.  With a hybrid work model. 

Responsabilités

Technical Support & Troubleshooting

• Diagnose, document, and resolve simple-to-moderate hardware and software technical issues.
• Perform software and hardware troubleshooting, evaluating factors to determine resolutions.
• Proactively engage with higher tier support teams for escalated or complex issues and ensure that there is a comprehensive handover to assist with troubleshooting.
• Manage the imaging and configuration of desktop, laptop, and mobile devices.

Customer Service & Advocacy

• Act as a customer advocate who initiates actions or processes promptly and efficiently to prevent problems and issues before they negatively affect internal and external customers. 
• Ensure users receive professional, courteous and effective assistance for all service requests.
• Maintain clear, professional communication, even in high-pressure or challenging scenarios.

Incident Management & Documentation

• Accurately log all service requests, incidents, and interactions in the service management system.
• Create detailed documentation for ticket resolutions, including technical procedures and relevant artifacts.
• Develop knowledge base articles for use within internal tools and the self-service portal.

Collaboration & Communication

• Work closely with IT teams and other departments to address customer needs and achieve swift issue resolution.
• Serve as a local communication facilitator during significant service outages or disruptions.
• Provide timely and clear updates to stakeholders regarding service status and resolutions.

Compliance & Administration

• Ensure adherence to corporate directives and SOX compliance controls.
• Perform Active Directory administrative responsibilities as permitted by Help Desk policies.
• Escalate problems and service requests according to established procedures.

Qualifications

• Proficient in-service desk applications, knowledge base tools, and service management systems.
• Experience with Active Directory administration and device imaging tools.
• Familiarity with Salesforce CRM and Microsoft 365 suite is advantageous.
• A Graduate Diploma in IT or equivalent experience in an end-user desktop support or computer operations environment.
• Proficiency in Windows 10/11 operating systems.
• Strong working knowledge of the Microsoft Office 365 suite of applications.
• Familiarity with Active Directory and Exchange.
• Advanced troubleshooting of printers and peripheral devices.
• Knowledge of network protocols, including TCP/IP, DNS, and DHCP.
• Experience providing remote support for handheld smartphones and tablets.
• Minimum of one year in a call center or similar customer support environment.
• Exceptional written and verbal communication skills, with the ability to convey technical concepts effectively.

EEOC

Ritchie Bros. is an equal opportunity employer and ensures nondiscrimination in all activities in accordance with all applicable laws. This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Candidate selection is made by Talent Acquisition. Only electronic applications can be accepted.