Service Desk Analyst

Service Desk Analyst

We are somewhat different

Hannover Re - more than 3,500 employees at locations all over the world.

Our strength? Connecting Power: We rely on each other.

As a reinsurer, we protect customers in the event of a claim. This requires customised, innovative solutions. Solutions that worked yesterday may be outdated tomorrow. We challenge ourselves and continuously optimise our services, advice and products. All this makes us one of the leading and most profitable reinsurance groups in the world as well as a reliable employer.

We are a major player in the Life & Health reinsurance market in Australia and New Zealand and we have the benefit of being small and nimble but with the financial backing of one of the largest reinsurers in the world. We currently have an exciting opportunity in our Life & Health subsidiary in Sydney which plays a major part in the success of Hannover Re globally.

We are seeking an IT Service Desk Analyst. The role will be a permanent position reporting locally to our IT Operations Manager.

About the role

As an IT Service Desk Analyst you will be responsible for acting as line 1 Service Desk Support for Sydney and the wider APAC region. You will work closely with colleagues in both Sydney and the Hannover Service Desk as a part of the global service desk operations.

**You can look forward to**

Duties and Responsibilities:

- Incident management process - Carrying out first level support and ensuring timely processing of all incidents for the Sydney office and offices in the APAC region.
- Request fulfillment process - Following and adhering to defined processes to ensure completion of tasks and process flows according to group standards.
- Problem solving using available tools including group solutions such as the knowledge management system.
- Actively progressing and coordinating the incidents with the second level support in IT Operations and IT Business Solutions.
- Pro-actively communicating with users, ensuring that they are adequately informed about the progress of tickets in a timely manner.
- Accurately maintaining documentation and the central knowledge base in the group global service desk solution. Ensuring all tickets are formally recorded and processed in accordance with group policy.
- Being responsible for the build and deployment of client desktops via software deployment tool, e.g. SCCM
- Setting up mobile devices (iPhones/iPads)
- Providing adequate user training e.g. user inductions
- Assist in the day-to-day ad-hoc IT duties where required, e.g.
- Setting up of IT equipment
- Maintaining IT storage areas
- Supporting printers, meeting room equipment & miscellaneous network equipment where necessary.
- Participating in both local and global projects where required and as agreed by the line manager.
- Maintaining asset lists and updating knowledge systems & technical guides (via the service desk tool & SharePoint).
- Liaising with local suppliers.

**You come equipped with**

At least one science-based qualification (e.g. ICT, physics, chemistry or biology).

You must have held a customer service support role of some description for a minimum of 1 year, dealing directly with customers either in person or on the phone. Being a confident communicator with a professional manner, able at times to work under pressure, with the ability to prioritize tickets and workloads appropriately. You must be focused and be able to meet any new challenges, with a strong willingness to learn new skills.

You may already be working in your first junior IT support role and be wanting to move to the next stage. You will be working as part of a small, highly professional/busy team and will have the potential to stretch your analytical and problem-solving skills further.

You will need to be methodical and well organized with an enquiring mindset and be willing to learn. You must also be highly motivated with an excellent grasp of English (both verbal and written).

IT experience is important, specific IT qualifications are not required; however, you must be able to demonstrate you have a methodical or analytical nature and a wish to pursue a serious career in IT. ITIL qualification is highly regarded.

Other personal attributes required include:

- Good customer skills - Likes dealing and interacting with people at all levels and is a good listener
- Well-presented and reliable with the ability to prioritize workload
- Team player - Working as part of an international team and collaborating with other service desks within the group
- The ability to work under pressure and handle conflicts and able to adapt communication style, depending upon audience.
- Enthusiastic with a willingness to learn with an organized approach to work
- Enjoys challenges, problem solving and a quick learner with a strong interest and enthusiasm for technology
- A "Can do" attitude with the ability at times to "think out of the box"
- Physically fit and able to move IT related equipment