Service Desk Analyst

The Service Desk Analyst provides frontline support, managing Incidents and Service Requests in alignment with Service Desk Objectives to ensure reliable delivery of technology systems and tools for Auto & General's operations.

• The role
• Provide ICT support to users, solving non-complex issues to minimize downtime and productivity loss.
• Respond to inquiries promptly, ensuring accurate information resolves customer issues or requests.
• Assist in setting up computers, printers, tablets, and other ICT systems.
• Utilize tools to address support queries and optimize user equipment efficiency.
• Contribute to the development and maintenance of ICT support documentation.
• Offer telephone, face-to-face, and remote support to users.
• Follow procedures for assistance requests, using the knowledge base as needed.
• Maintain accurate logs of service requests and incidents with updates on resolutions.
• Triage incoming incidents and requests for accuracy and actionability.
• Coordinate with third-party vendors to resolve issues when necessary.
• Escalate incidents and requests to the appropriate team as needed.
• Create and update articles for the Service Desk knowledge base.
• Identify opportunities to improve Service Desk practices and procedures.
• Follow up on escalated incidents to enhance knowledge.
• Help identify and escalate problems within the environment.
• Provide after-hours support as scheduled
• What experience you'll bring
• 1 + years of Service Desk experience
• Strong technical knowledge in frontline support
• Good oral and written communication skills
• Excellent customer service skills
• Strong time management and multitasking abilities in high-pressure environments
• Exceptional troubleshooting and problem-solving skills
• Our Perks
• Location
• Toowong
• 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 two days per week.
• 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, Virgin Money and Coles Insurance.

• 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.