Work Type : Full Time
Location : QLD
- Provide phone, face-to-face, and remote technical support to users
- Join our fantastic technology team
- Toowong location
**Who are Auto & General**:
Auto & General is the Australian arm of a private global group with 8,000 employees across 31 offices and over 8.9 million customers worldwide.
In Australia, Auto & General launched in 2000 and has grown to provide industry-leading motor, home and travel insurance products both directly through Budget Direct and via industry leading partnerships. With an Australian team of 1400+ we are now looking for talented individuals who can help drive our ambitious growth plans.
**Responsibilities**:
- Provide telephone, face to face and remote support services to users.
- Respond to requests for assistance by providing support or refer to the knowledge base when available
- Maintain accurate log entries of service requests and incidents with resolution timeframes when applicable or informative updates
- Triage incoming incidents and requests ensuring the information is accurate and actionable in a timely manner.
- Liaise with third party vendors when required to resolve incidents or service requests.
- Ensure that incidents and service requests are escalated to the appropriate team when necessary.
- Contribute to the Service Desk knowledge base by creating and updating articles.
- Seek out opportunities and contribute to improve Service Desk practices and procedures.
- Follow-up of escalated incidents or service request to further increase knowledge.
- Contribute to the identification and escalations of problems in the environment.
**Knowledge and Experience**:
- 2 - 3 years of relevant Service Desk experience
- Solid technical knowledge and experiencing of frontline Service Desk
- Good oral and written communication skills.
- Excellent customer service skills
- Outstanding time management with the ability to multitask in a complex and high pressure environment
- Exceptional troubleshooting and problem-solving skills.
- ITIL Foundation Certification / Tertiary qualifications in IT or a relevant field are preferred
**Our Benefits**:
- Toowong - City fringe location
- Join our vibrant social and community activities including annual celebration, family fun days and regular events across each of our sites;
- Enjoy additional leave days - 'ME' leave and 'Volunteer Day' leave;
- Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement;
- Employee discounts on Car, Home, Travel insurance, Roadside Assistance;
- Income protection insurance provided to support you in the event of non-work related illness or injury;
- Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.
**Auto & General welcome and value diversity in the workplace**
*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
📌 Service Desk Analyst
🏢 Auto & General Insurance
📍 Brisbane