Senior Service Desk Analyst

1 week ago

Toowong, Queensland, Australia Auto & General Full time

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.

Purpose of the Role

Provide the first point of escalation for incidents and service requests for the Service Desk Analyst Team. The Service Desk Senior Analyst is responsible for providing escalated support services to users, as part of the reliable delivery of the technology systems and tools that underpin Auto & General's business operations. They also Provide mentoring and upskilling for Service Desk Analyst team.

Accountabilities

  • Provide ICT support to users and solve 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.
  • Assist the L1 team in triaging a wide range of ICT systems, including computers, printers, multifunction devices, tablets, and smartphones.
  • Utilize suitable tools and techniques to resolve escalated issues from Level 1 in relation to user support inquiries, with the goal of restoring users' ICT equipment and systems to optimum efficiency.
  • Participate and contribute to the development and ongoing maintenance of the ICT support documentation.
  • Seek out opportunities and contribute to improve Service Desk practices and procedures.
  • Provide telephone, face to face and remote support services to users as required.
    • Follow agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
  • Maintain accurate log entries of service requests and incidents with resolution timeframe when applicable or informative updates.
  • Work on tasks independently.
  • 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.
  • First point of escalation for Service Desk Analyst
  • Provides mentoring and upskilling for Service Desk Analyst team.
  • Provide rostered afterhours support services.

Qualifications and Experience:

  • 3 – 5 years of relevant Service Desk experience coupled with relevant tertiary qualifications or industry certifications.
  • Strong technical knowledge and experience in frontline Service Desk facing role, focusing on user administration, networking, telephony systems, virtualised environments and Citrix.
    • Strong motivation to automate routine tasks through PowerShell or other scripting languages
    • Strong oral and written communication skills.
  • Excellent customer service skills.
  • Outstanding time management with the ability to multitask in a complex and high-pressure environment.
  • 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.
  • 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.

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