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.

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 responsive ICT support to users, resolving non-complex issues to minimize downtime and maintain productivity.
• Respond to inquiries promptly and effectively, ensuring accurate and timely resolution or fulfillment.
• Perform level 1 triage on various ICT systems, including computers, printers, tablets, and smartphones.
• Utilize appropriate tools and methods to restore users' ICT equipment to optimal efficiency.
• Contribute to the development and maintenance of ICT support documentation.
• Offer telephone, face-to-face, and remote support services.
• Adhere to established procedures, providing support or referring to knowledge base as necessary.
• Maintain accurate logs of service requests and incidents, escalating when needed.
• Liaise with third-party vendors to resolve incidents or service requests.
• Ensure appropriate escalation of incidents or service requests.
• Contribute to the Service Desk knowledge base by creating and updating articles.
• Identify opportunities to enhance Service Desk practices and procedures.
• Follow up on escalated incidents or service requests to enhance knowledge.
• Assist in the identification and escalation of environmental problems.
• 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.

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.