Where people come first and possibilities follow.
We're looking for a Senior Service Desk Analyst to join our Technology team on a 12‐month fixed‐term contract, playing a key role in both hands‐on support and the uplift of service delivery practices across Adica.
About the Role
Reporting to the Technology Operations Lead, this role sits at the intersection of senior Service Desk delivery and service management. You'll provide high‐quality Tier 2 support while also taking ownership of service desk processes, major incident coordination, service reporting and continuous improvement initiatives.
This is an ideal opportunity for a seasoned Service Desk professional who enjoys being close to the technology and the business, and who can bring structure, consistency and leadership to day‐to‐day service operations without stepping into a formal people‐management role.
What You'll Be Responsible For
* Provide senior Tier 1- 2 support to Adica staff, both remotely and on‐site, across end‐user devices, applications and collaboration tools.
* Act as an escalation point for complex or high‐priority incidents, supporting timely resolution and business communication.
* Coordinate and support Major Incident Management, including stakeholder updates and post‐incident reviews.
* Ensure incidents and service requests are logged, tracked and resolved in line with ITIL processes and SLAs.
* Support and uplift IT Service Management practices, including incident, problem, change and knowledge management.
* Analyse trends and service performance, contributing to reporting and continuous improvement initiatives.
* Support project transitions into production, ensuring alignment with service desk processes and readiness.
* Contribute to knowledge management by creating and improving internal documentation and end‐user guides.
* Support IT onboarding and offboarding activities to ensure a smooth employee experience.
* Assist with asset management, access provisioning, AV support for corporate events, and security awareness activities.
* Work closely with Technology teams and vendors to deliver reliable, customer‐focused IT services.
What You'll Bring
* Proven experience in a senior Service Desk or IT support role, with exposure to service delivery or ITSM uplift activities.
* Strong working knowledge of ITIL‐based service management processes.
* Experience supporting Microsoft end‐user environments (Windows, Microsoft 365, collaboration tools).
* Confidence handling major incidents, stakeholder communication and prioritisation under pressure.
* Strong written and verbal communication skills, with the ability to document clearly and professionally.
* A proactive, improvement‐focused approach with excellent attention to detail.
* Ability to work independently, manage competing priorities and collaborate effectively across teams.
* Experience with tools such as Jira, Confluence, asset management systems, or ITIL certification is desirable.
Why You'll Love Working at Adica
* Big discounts on car insurance for you and your family.
* 14 weeks Paid Parental Leave for all parents, plus superannuation on both paid and unpaid leave (up to 52 weeks).
* Quarterly Wellbeing Leave days and the ability to swap Public Holidays.
* A supportive Wellbeing Program and year‐round employee events.
* Recognition Programs through monthly awards and the annual Excellence Awards.
* Strong culture of internal progression and career development.
* Access to the Go1 learning platform with thousands of courses.
* Leadership development programs in partnership with Hello Monday to support and empower your growth as a leader.
* Hybrid working model — the best of both worlds.
* Employee Assistance Program (EAP) – free, 24/7 support for you and your family.
* Be part of community initiatives, fundraising drives, and volunteer events throughout the year.
* Novated Leasing options.
* And more because your wellbeing matters to us.
Who We Are
Adica Insurance is an Australian‐operated and regulated general insurer, backed by the global strength of the MS&AD Insurance Group, one of the world's top 20 insurance and financial services groups.
Adica exists to make insurance more human, more helpful, more transparent, and more empowering for our customers. We support our people with the same care and clarity. Together, we're creating a workplace where people thrive, teams collaborate, and customers feel truly supported.
What to Expect from Us
We aim to make the recruitment process as smooth and respectful of your time as possible.
Once you apply, our Talent Team will review your application. If your experience aligns with the role, we'll be in touch for an initial phone conversation to get to know you better. From there, the process usually includes two interviews with our team.
Throughout the process, we'll keep you informed and provide timely updates because we know how important clarity is when you are job hunting.
Accessibility & Support
If you require any adjustments during the recruitment process, please let your recruiting contact know when they first reach out. We're committed to creating an inclusive experience for everyone.
If you enjoy combining hands‐on support with service improvement, we'd love to hear from you, apply now.
Recruitment is being managed in-house. No agency contact, please.
#J-18808-Ljbffr