Service Desk Analyst

BE THE DIFFERENCE

At AIA we don’t simply believe in being ‘the best’. We believe in better - because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important part role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The Opportunity:
The primary focus of the Service Desk Analyst is to provide support to AIA users, customers and intermediaries through the provision of request, problem and incident management.

Working in this role you will be responsible for maintaining an exceptional customer experience by providing superior support services, ensuring any system issues are resolved in a timely manner.
- Acting as the first point of contact between the end user, intermediaries and Technology community
- Interacting with system vendors, technical specialists within Technology and colleagues in other departments to ensure users receive consistent experiences and support
- Working in rostered shifts including weekends and providing on-call support per schedule
- Ensuring all interactions are accurate entered and detailed information regarding the interaction is stored within the ticket within the ITSM system
- Monitoring all ‘High’ and ‘Major’ priority Service Desk issues to ensure prompt resolution
- Working closely with the Incident Manager and Service Desk Team Lead, ensure that approved communications are sent to the business in a timely manner
- Working in close partnership with the End User Computing (EUC) team and assist related activities when required

To be successful in this position, you will have:

- Previous demonstrated technical experience within enterprise environments with a focus on end user or customer service
- Demonstrated experience with Microsoft Active Directory and user administration
- Strong knowledge of data governance frameworks and methodologies (including data quality, metadata management and data lineage)
- Ability to share knowledge and demonstrate teamwork
- Demonstrate adaptability and customer centric focus
- ITIL Certification or demonstrated experience within ITIL an organisation would also be highly regarded

Why choose AIA:

- At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people
- AIA Australia is part of the larger regional Asia AIA Group, which is the largest public listed life insurance company in the Asia-Pacific region
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone’s life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive working environment
- Flexible working arrangement

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. Through life and health insurance, financial wellbeing and our total wellbeing ecosystem that includes AIA Vitality - the world’s leading science-backed wellbeing programme - we’ve started a movement to make Australia the healthiest, best protected nation in the world.

As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group with a presence in 18 markets in Asia-Pacific - it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives.

AIA is different. Are you?