Desktop Support Analyst

3 days ago

Toowong, Australia Auto & General Insurance Full time

Work Type : Full Time

Location : QLD
- Work in a tight-knit support team.
- Excellent career opportunity.
- Toowong location.

**Your new team**
Our Desktop Support team is a high-performing Technical Infrastructure team, which provides telephone, face-to-face and onsite technical support to users regarding Desktop issues.

**The role**
As a Desktop Support Analyst, you will be responsible for providing Desktop Support services to users associated with operating installed hardware and software.
Key Accountabilities:

- Follow agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
- Maintain accurate log entries of fault with resolution and contact details.
- Ensure all hardware/software fulfilment, installations and routine upgrades are implemented according to Service Level and Quality targets and to agreed expectations.
- Provide the business with a professional service by ensuring requests are regularly updated and realistic resolution times are provided.
- Provide an effective interface between users and service providers supplying all necessary diagnostic information according to procedures.
- Ensure technical queries not progressing are escalated to the appropriate Teams and Management according to established procedures.
- Contribute to improve Desktop Support and Service Delivery practices.

**What experience you’ll bring**
**_Essential_**
- 2 - 3 years of relevant Desktop Support experience
- Sound technical knowledge of Microsoft Desktop hardware and both standard and customised (in-house) software.
- Sound configuration and troubleshooting skills with mobile devices specifically with Android and Apple.
- Sound analytical and problem-solving skills.
- Good time management and communication skills.
- Ability to manage multiple requests and problems at once and prioritise issues.
- Strong customer service focus.
- Sound knowledge of the organisation's Standard Operating Environment (SOE).

**_Preferred_**
- ITIL Foundation Certification.
- Tertiary qualifications in IT or a relevant field.
- Industry certifications.
- Mac OS X and SCCM experience.

**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

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