Service Desk Analyst
Your new team
Our Service Desk team is the technology backbone that keeps Auto & General running smoothly, delivering frontline ICT support to users across the business. It's a collaborative, energetic team that thrives on solving problems and delivering a great experience for every user — all while contributing to our bigger goal of becoming Australia's best insurer.
The role
As a Service Desk Analyst, you'll be the first point of contact for ICT incidents and service requests, providing timely, accurate support to users across the business. You'll bring strong technical skills and a customer-first mindset to help keep our technology running at its best.
* Provide frontline ICT support to users, resolving non-complex incidents and service requests to minimise downtime
* Respond promptly to enquiries via telephone, face-to-face, and remote support channels
* Assist with the setup and configuration of computers, printers, tablets, and other ICT equipment
* Triage incoming incidents and service requests for accuracy and actionability
* Maintain accurate log entries of service requests and incidents, including resolution timeframes and updates
* Create and update articles in the Service Desk knowledge base
* Coordinate with third-party vendors to resolve incidents and service requests as required
* Escalate incidents and requests to the appropriate team when needed, and follow up to build knowledge
* Contribute to the development and maintenance of ICT support documentation
* Identify opportunities to improve Service Desk practices and procedures
* Provide rostered after-hours support services as required
What experience you'll bring
* 1+ years of experience in a Service Desk or frontline ICT support role
* Strong technical knowledge in an ICT support environment
* Exceptional troubleshooting and problem-solving skills
* Excellent customer service skills with a responsive, user-focused approach
* Good oral and written communication skills
* Strong time management with the ability to multitask effectively in a high-pressure environment
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.
* 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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