Desktop Support Analyst

Steadfast Group is the largest general insurance broker network and the largest underwriting agency group in Australasia with growing operations internationally. We were founded on the belief that a network of brokers would be stronger together, and this idea has been the backbone of our culture ever since. We believe that none of us is as good as all of us.

We are leaders of the general insurance broking and underwriting industry, and we lead from the front.

About the opportunity:

We are seeking a customer-focused Desktop Support Analyst to join our Technology team and play a key role in supporting employees across the Steadfast Group. As a senior member of the Service Desk function, you will provide Level 1 and 2 technical support, resolve hardware and software issues, manage endpoint devices, and help drive continuous improvement across our IT environment. This is an excellent opportunity for a hands-on IT professional who enjoys solving problems, supporting end users, and delivering exceptional customer experiences in a fast-paced and collaborative organisation.

Key Responsibilities:

• Provide timely Level 1 and 2 technical support for end-user devices, Microsoft 365 applications, mobile devices, and associated hardware and software.
• Manage, troubleshoot, and resolve incidents and service requests through the IT ticketing system while meeting agreed service levels and response times.
• Deploy, maintain, and support endpoint devices, including laptops, desktops, printers, mobile phones, and peripheral equipment.
• Act as a senior point of escalation within the Service Desk team, assisting with ticket triage, root cause analysis, and knowledge sharing.
• Contribute to continuous improvement initiatives by identifying process enhancements, promoting security best practices, and delivering excellent customer service.

Skills and Qualifications:

• Minimum 2 years' experience in a Service Desk or Desktop Support role providing Level 1 and 2 technical support.
• Strong knowledge of Microsoft Windows 10/11, Microsoft 365, Exchange Online, Intune, endpoint management tools, and enterprise ticketing systems.
• Excellent troubleshooting, analytical, and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Strong communication and stakeholder management skills, with the ability to explain technical information to non-technical users.
• ITIL Foundation certification or demonstrated understanding of IT service management processes, with a strong focus on customer service and continuous improvement.

As a valued member of the Steadfast team, you'll enjoy a comprehensive array of benefits tailored to support your professional and personal well-being. Joining Steadfast means gaining access to:

• Hybrid working arrangements to help you balance work and home life.
• Career advancement opportunities and professional development through training programs, mentorship initiatives, and tuition reimbursement. We also partner with ANZIIF for accreditation and qualifications.
• Free company provided Life, Temporary Permanent Disablement, Salary Continuance and Travel insurances, plus access to other discounted insurances.
• An expansive Health and Wellbeing program, which includes free annual health checks, free annual skin checks, Flu shots, holistic support and advice, and confidential counselling.
• Working in a vibrant and collegiate culture where you are a person, and your contribution is valued.

About us

We are committed to providing a workplace where people feel they can bring their whole self to work. We aim to create a diverse work environment in which everyone is treated fairly and with respect and where everyone feels responsible for the reputation and performance of Steadfast.

We are strong supporters of Aboriginal and Torres Strait Islander peoples, businesses and communities through our Reconciliation Action Plan. We are also passionate about the environment, diversity, equity and inclusion, and love to give back to charities through the Steadfast Foundation.

We are proud of our Family Friendly Accreditation. We are major sponsors of Women in Insurance, Young Insurance Professionals, Head over Heels, the Dive In festival and are active members of Champions of Change.

Recruitment Privacy Collection Notice:

Steadfast Group Limited and the Steadfast entity recruiting for this role (“we/us”) collect your personal information to assess your application, communicate with you, conduct police checks (for all hires) and other role-specific checks where relevant and lawful, and if successful, progress onboarding. If you do not provide requested information, we may not be able to progress your application.

If your application is unsuccessful, we may keep your details and contact you about future opportunities unless you opt out; you can opt out at any time by contacting ******@steadfast.com.au.

We may share information with Steadfast related entities and service providers supporting recruitment (e.g., screening/verification providers, agencies, and technology providers). Information may be stored or processed in Australia, New Zealand, Singapore and the Philippines (which may change over time).

For more information, see:

For privacy access/correction requests or complaints contact the Privacy Officer at **************@steadfast.com.au or +61 2 9495 6557.

We believe that our people are our greatest asset. Our people are chosen for their personalities, their ethics and professional qualities without any exclusion, preferential treatment, or discrimination. We are proud to be an equal opportunities employer and do not discriminate by reason of age, gender, gender identity, race, sexual orientation, nationality, religion or disability or any other difference. We encourage applications from all individuals and will provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request.

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