Brief Description
Senior Desktop Support Analyst
Your new team
The Desktop Support team sits within the Service Delivery department, part of Auto & General's Technology division. We're a collaborative group of technical problem‐solvers who keep our people connected, productive and supported across all their hardware and software needs. Whether it's resolving a tricky endpoint issue or rolling out new technology, our team plays a vital role in delivering seamless IT services that power A&G's mission to be Australia's best insurer.
The role
As a Senior Desktop Support Analyst, you'll be the go-to technical expert for our users — providing high-quality support across desktop, mobile and application environments. Working with a strong degree of autonomy, you'll handle escalated issues, drive continuous improvement, and act as a key interface between users and service providers.
* Deliver telephone, face‐to‐face, remote and onsite technical support for desktop and application issues
* Act as the escalation point for Desktop Level 1 analysts and the Service Desk
* Manage hardware/software fulfilment, installations and routine upgrades to meet service level and quality targets
* Maintain accurate log entries of faults, resolutions and contact details
* Escalate unresolved technical queries to appropriate teams and management with full diagnostic informationContribute to and identify opportunities to improve Desktop Support and Service Delivery practices
* Administer and manage endpoints using SCCM and JAMF
* Support application packaging, software deployment and scripting/automation activities
* Ensure compliance with company policies, procedures and mandatory training requirements
What Experience You'll Bring
* 3–5 years of experience in a Desktop Support or similar IT support role
* Strong technical knowledge of Microsoft and Mac OS X desktop hardware, and both standard and customised software
* Proven experience administering endpoints using SCCM
* Strong skills in application packaging and software deployment
* Sound experience with Android and Apple mobile device configuration and troubleshooting
* Strong analytical and problem‐solving skills with the ability to manage multiple incidents and priorities simultaneously
* Experience with JAMF and vulnerability management (desirable)
* Sound skills in scripting and automation (desirable)
* Strong customer service focus with excellent communication and time‐management skills
* ITILv4 Foundation Certification (desirable)
* Relevant tertiary qualifications or industry certifications
Location
Close to a variety of public transport and easy parking options, the Toowong office has excellent end‐of‐trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues. Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.
The benefits of working at A&G
* Be rewarded — we recognise high performance and reward our people for their hard work through bonuses and other perks.
* Work flexibility — with options to work from home up to two days per week after probation.
* Options for leave — life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
* Grow with us — we've got learning and professional development opportunities to suit everyone.
* Give back — our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
* Take care of yourself — your wellbeing is important to us and our healthy mind and body hub, mental‐health support and fitness discounts will help you be your best self.
* Celebrate the wins — we love sharing our successes and celebrating together - join us and you've got a ticket to our many on‐site events throughout the year, family fun days and annual celebrations.
* Save money — as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
About Us
Auto & General (A&G) is the fastest‐growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi‐award‐winning brand Budget Direct and partnerships with leading brands – ING, Qantas, and Coles Insurance. We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer! If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
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