Service Desk Analyst

BE THE DIFFERENCE
At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.
The Opportunity:
As a Service Desk Analyst, you’ll be a pivotal member of the Infrastructure & Technology Operations Team and will contribute to the successful enablement of the AIA AU enterprise-wide IT strategy. The primary responsibility of the role will be to provide Service Desk services that supports the AIA users, customers and AIA intermediaries and external customers (intermediaries)through the provision of request, problem, and incident management.
To do this successfully you will:

• Work in rostered shifts including weekends and providing on-call support per schedule.
• Provide support over phone, emails and using remote support tools to perform screensharing sessions etc.
• Work closely with internal AIA users, external customers, external partners such as Business Development Managers and Practice Development Specialists to deliver consistent support for intermediaries.
• Working closely with the Incident manager and Service Desk Team Lead, ensure that approved communications are sent to the business in a timely manner.
• Work in close partnership with the End User Computing team and will assist in End User Service-related activities when required.
• Vital to this role is handling high value intermediaries which are critical to business and working in demanding customer environment.
• Analyze and resolve any technical issues that can be resolved through the technology available to AIA advisers.
• Where required assist in UAT/PVT testing to verify developed systems and processes meet business requirements to achieve desired outcomes.

Successful applications will demonstrate:

• Technical experience within enterprise environments with a focus on end-user services
• ITIL Certification, or demonstrable experience within ITIL organization
• Solid understanding and working knowledge of:

• ServiceNow ITSM Tool
• Microsoft Active Directory and user administration
• Windows Operating systems, including Win 10
• Microsoft Office365 Suite and common desktop applications
• Mobile devices including iPhones & iPads
• Audio Visual equipment
• IP telephony and Unified communications experience (UCCE)
• Experience with regulatory compliance issues is desirable.
• Excellent communication skills, both written and oral.

Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Access our training and development to build on your current skills
• Career development through internal mobility opportunities
• Work for a business helping millions of Australians and make a difference to someone’s life everyday
• Access additional leave days a year to recharge and refresh yourself
• Enjoy wonderful Health and Wellbeing initiatives that support you
• Work with supportive and inclusive managers
• Flexible working arrangement

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2023 ANZIIF awards by being named Life Insurance Company of the Year.
AIA is different. Are you?
If you want to be part of an organisation that helps people live better every single day, apply via the link.