Service Desk Analyst

About us

At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet products as well as Roadside Assistance. 

Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. 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.

The Role

The Service Desk Analyst is responsible for providing frontline support services to users, handling Incidents and Service Requests using the Incident and Request fulfillment processes in line with Service Desk Objectives, as part of the reliable delivery of the technology systems and tools that underpin Auto &General’s business operations.

Accountabilities

• Provide ICT support to users and solve non-complex problems to minimise system down-time and loss of productivity
• Respond to enquiries from various sources in a responsive, customer focused manner and ensure that accurate, targeted and timely information supplied effectively resolves the customer issue or fulfils the customer request
• Perform level 1 triage on a wide range of ICT systems, including computers, printers, multifunction devices, tablets, and smartphones
• Use appropriate tools and methods to address user support queries and return users’ ICT equipment and systems to optimum efficiency
• Participate and contribute to the development and ongoing maintenance of the ICT support documentation
• Provide telephone, face to face and remote support services to users.
• Follow agreed procedures, 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 timeframe 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 requests to further increase knowledge.
• Contribute to the identification and escalations of problems in the environment.
• Provide rostered after hours support services.

Qualifications and Experience:

• Strong 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 2
• Exceptional troubleshooting and problem-solving skills.

Our Perks

• Location – Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport. Alternately, our North Lakes and Kawana sites have secure free parking and access to transport.
• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You’ll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities – There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

*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.