Service Desk Analyst

2 weeks ago

Toowong, Australia Auto & General Insurance Full time

NOTE: An internal movement has been submitted for this position, ie Matthew Hinds is moving into position 94622

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.

**Qualifications and Experience:
**_Essential _**
- 2 - 3 years of relevant Service Desk 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.

**_Preferred _**
- ITIL Foundation Certification.
- Tertiary qualifications in IT or a relevant field. Industry certifications.

**More about the role
**Key accountabilities**
- Provide ICT support to users and solve non-complex 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
- Support set-up activities for computers, printers, multifunction devices, tablets, smartphones and

other ICT systems
- Use appropriate tools and methods to address user support queries and return users’ ICT equipment

and systems to optimum efficiency
- Participate and contribute to the development and ongoing maintenance of the ICT support

documentation
- Provide telephone, face to face and remote support services to users.
- Follow agreed procedures, respond to requests for assistance by providing support or refer to the

knowledge base when available
- Maintain accurate log entries of service requests and incidents with resolution timeframe when

applicable or informative updates
- Triage incoming incidents and requests ensuring the information is accurate and actionable in a

timely manner.
- 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.
- Contribute to the Service Desk knowledge base by creating and updating articles.
- Seek out opportunities and contribute to improve Service Desk practices and procedures.
- Follow-up of escalated incidents or service requests to further increase knowledge.
- Contribute to the identification and escalations of problems in the environment. Provide rostered after hours support services.

**Other**
- Maintain awareness, understanding and compliance with Company policies and procedures,

including the completion of mandatory training.

Perform other reasonable and relevant activities as requested from time to time to meet operational requirements.

**Key challenges**
- Balance competing demands to support customer
- Encourage customers and internal stakeholders to follow procedures and processes when

logging incidents and requesting changes
- Identifying and interpreting appropriate sources of information across diverse and dynamic
- Maintaining flexibility to satisfy changing priorities and needs of service delivery and

business improvement.

Support mission critical services essential to the delivery of high-quality business services.

**Decision Making Authority**

**_Direct Approval _**
- Monitoring of assigned tickets.
- Standard system configurations, user administration, fixes and/or changes.
- Resolution of low to moderately complex and/or low to moderate risk customer and

employee issues and requests specifically relating to Service Desk services.

**_Recommendation to Leader for Approval _**
- Approval of all non-standard system configurations, user administration, fixes and/or

changes.
- Team operating policies and processes.
- Escalation of security, project or service delivery risks.
- Resolution of highly complex and/or sensitive customer, supplier and employee complaints

and issues.
- Escalation of customer complaints, conflict, high severity and time sensitive service delivery

risks.

**Reporting line**

Reports to Service Desk team leader

**Direct reports**

Nil

**Budget/Expenditure**

Nil

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