Analyst, Service Desk

**READY FOR ANYTHING**

At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity and collaboration. We call it the IAG way, and it means we all share a ‘ready for anything’ mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities.

As the largest general insurance group in Australia and New Zealand, we own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything.

**The Role**

You are part of a technology products and services division, that creates market differentiation through deployment of resilient, innovative technology and contemporary methods, at scale.

The primary purpose of this role is to professionally provide first level technical support services and consultancy to IAG staff, partners and suppliers ensuring a high level of customer service, within agreed Service Levels.

Additionally, this role provides guidance in technical and operational aspects for a team of Service Desk Analysts.

This role provides a secondary level of technical guidance within the Service Desk and in the company. Therefore, needs to understand the business requirements for service delivery, and to establish, maintain and enhance working relationships with IAG staff by building good rapport.

You will be required to work closely with the Lead, Service Desk in the development and execution of strategies and plans to deliver business objectives, while providing effective leadership to the greater team.

You will also have the opportunity to develop your capabilities and skills so that they can be utilised more broadly within Technology and IAG.

**Key Responsibilities**

**Technology accountabilities**
- Enable teams to activate end to end digital experiences for customers, colleagues and partners, that are more secure, robust and scalable than ever before, and deliver them with lightning speed
- Bring thought leadership in your field of expertise to support the planning and execution of Technology’s strategic priorities, contemporary operating model and business plan
- Contribute to both Technology and IAG performance with insights, collaborative input and expertise that promotes value creation, innovation, managed risk, and improved performance
- Continue to develop and plan for future growth, enabling enterprise programs and managing products and services across the entire IAG estate.
- Demonstrate the IAG purpose and provide leadership to staff and partners that enables, promotes and demands IAG behaviours at all times
- Ensure a workplace of safety and wellbeing for our people
- Contribute to your team’s performance by taking on broader accountabilities that reflect your capabilities, skills and development goals to contribute to your squad’s success.

**Your current accountabilities will also require you to**:

- Provide timely and high-quality resolutions to incidents and service requests on first contact, wherever possible, following agreed process guidelines, work practices and service standards.
- Maintain a strong customer service and problem resolution focus through effective communication with customers
- Strive to achieve and maintain individual and team metrics
- Attain superior call management and customer handling skills, identify areas of skill set requiring improvement and proactively take steps to address these areas
- Develop an understanding of the business requirements and the support they require
- Work with knowledge management and other resolver groups to gather and transfer knowledge to other team members
- Assist in the identification and implementation of process improvements
- Maintain an overview of current impacts to the business and provide information to assist with trend analysis
- Maintain a working knowledge of the processes and technology in the wider Infrastructure team.
- Assist with team administration and operations work as required.

**Skills/Specialism**
- Demonstrate interpersonal and customer focus capability (essential)
- Strong problem solving, analytical skills, and ability to effectively multi task (essential)
- Knowledge of Insurance or Financial Services products (preferred)
- Experience in a range of Information Technology roles (preferred)
- Demonstrate previous experience of achieving SLA’s (desired)

**Qualifications**
- Tertiary qualification in Information technology, Engineering, Computer Science or equivalent experience (preferred)
- ITIL certification (preferred)
- Experience working in a Service Desk environment for a minimum of 2 years, preferably obtained in a large corporate environment
- Experience in providing superior customer service and a real understanding of meeting customer needs
- Knowledge of Service Delivery in a technology envir