Senior Service Desk Analyst

7 days ago

Toowong, Australia Auto & General Full time

Primary purpose of the role

Provide the first point of escalation for incidents and service requests for the Service Desk Analyst Team. The Service Desk Senior Analyst is responsible for providing escalated support services to users, as part of the reliable delivery of the technology systems and tools that underpin Auto & General’s business operations. They also Provides mentoring and upskilling for Service Desk Analyst team

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 as required. • Follow agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
  • Maintain accurate log entries of service requests and incidents with resolution timeframe when applicable or informative updates.
  • Work on tasks independently.
  • 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. • First point of escalation for Service Desk Analyst
  • Provides mentoring and upskilling for Service Desk Analyst team
  • Identify, raise and document problems and aim to implement suitable workaround or resolutions or escalate as required.
  • Provide rostered afterhours support services.

1

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 hardware, technologies and applications to provide the best outcome for customers. • 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.

Essential

  • 3 – 5 years of relevant Service Desk experience coupled with relevant tertiary qualifications or industry certifications.
  • Strong technical knowledge and experience in frontline Service Desk facing role, focusing on user administration, networking, telephony systems, virtualised environments and Citrix. • Strong motivation to automate routine tasks through PowerShell or other scripting languages • Strong oral and written communication skills.
  • Excellent customer service skills.
  • Outstanding time management with the ability to multitask in a complex and high pressure environment.
  • Exceptional troubleshooting and problem solving skills.

Preferred

  • ITIL Foundation Certification.
  • Tertiary qualifications in IT or a relevant field.
  • Industry certifications.

  • Senior Service Desk Analyst

    2 weeks ago

    Toowong, Queensland, Australia Auto & General Full time

    About us At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet products as well as Roadside Assistance. Our culture of 'high performance with high...

  • Service Desk Analyst

    1 week ago

    Toowong, Australia Auto & General Insurance Full time

    **About us** At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet products as well as Roadside Assistance. **The Role** The Service Desk Analyst is...

  • Service Desk Analyst

    2 weeks ago

    Toowong, Queensland, Australia Auto & General Insurance Full time

    NOTE:An internal movement has been submitted for this position, ie Matthew Hinds is moving into position 94622The Service Desk Analyst is responsible for providing frontline support services to users, handlingIncidents and Service Requests using the Incident and Request fulfillment processes in line with Service Desk Objectives, as part of the reliable...

  • Service Desk Analyst

    2 weeks ago

    Toowong, Queensland, Australia Auto & General Full time

    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...

  • Service Desk Analyst

    2 weeks ago

    Toowong, Queensland, Australia Auto & General Insurance Full time

    About usAt Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet products as well as Roadside Assistance.The RoleThe Service Desk Analyst is responsible for...

  • 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...

  • Service Desk Analyst

    2 weeks ago

    Toowong, Queensland, Australia Auto & General Full time

    About us At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet products as well as Roadside Assistance. Our culture of 'high performance with high...

  • Service Desk Team Leader

    2 weeks ago

    Toowong, Australia Data#3 Limited Full time

    **Job Summary**: - Fantastic opportunity for a Service Desk professional with leadership experience to join our high-performing team on a full-time, permanent basis in Sydney or Brisbane. Date Listed: Job Ref: **Job Type**: **Location**: 28/03/2024 KAWI111434 Permanent Toowong - Excellent career opportunity - Lead a high-performing established team -...

  • Service Desk Team Leader

    4 weeks ago

    Toowong, Australia Data#3 Ltd Full time

    Job Description Who is Data#3?Listed in 1997, Data#3 is now an ASX200 listed company reporting revenues of $2.5 billion in the 2023 financial year. Headquartered in Brisbane with more than 1,400 employees, it has facilities across 12 locations in Australia and Fiji. Voted HRD's Employer of Choice for the last 9 years, Data#3's culture is...

  • Service Desk Team Leader

    2 weeks ago

    Toowong, Queensland, Australia Data#3 Limited Full time

    Job Summary: Fantastic opportunity for a Service Desk professional with leadership experience to join our highperforming team on a fulltime, permanent basis in Sydney or Brisbane.Date Listed:Job Ref:Job Type:Location:28/03/2024KAWI111434PermanentToowong Excellent career opportunity Lead a highperforming established team Work for an Australian HRD Employer of...

  • Senior Desktop Support Analyst

    2 weeks ago

    Toowong, Queensland, Australia Auto & General Full time

    The Senior Desktop Support Analyst is responsible for providing Desktop Support services to users associated with operating installed hardware and software. · Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems. · Maintaining accurate log entries of fault with resolution and...

  • Senior Test Analyst

    2 weeks ago

    Toowong, Queensland, Australia Auto & General Full time

    (IT) Ensuring stability, availability and reliability of production platforms and applications through the planning and execution of functionally based user testingSupport the delivery of new A&G products and Services, as well as enhancements of existing products. Design, develop, and execute tests to meet requirements and deliver high quality products in...

  • Senior Test Analyst

    4 weeks ago

    Toowong, Australia Compare the Market Full time

    About the company: This job ad is the universe’s way of telling you that you’re currently in the wrong job. Compare the Market, yep, the one with the meerkats, is a high-growth FinTech company on a transformational journey that is focused on designing, building, and delivering the very best home loan, energy, insurance and health comparison experience in...

  • Senior Test Analyst

    2 weeks ago

    Toowong, Queensland, Australia Compare the Market Full time

    About the company: This job ad is the universe's way of telling you that you're currently in the wrong job. Compare the Market, yep, the one with the meerkats, is a high-growth FinTech company on a transformational journey that is focused on designing, building, and delivering the very best home loan, energy, insurance and health comparison experience in...

  • Senior Pricing Analyst

    2 weeks ago

    Toowong, Queensland, Australia Auto & General Full time

    About UsAt Auto & General (A&G), we offer a variety of products and services to protect our customers when they need it the most. Our range of insurance products provides coverage for vehicles, homes, pets, and more, along with Roadside Assistance.Our culture of 'high performance with high integrity' guides how we engage with our customers, the community,...

  • Senior Test Analyst

    2 weeks ago

    Toowong, Queensland, Australia Compare the Market Full time

    About The Company This job ad is the universe's way of telling you that you're currently in the wrong job. Compare the Market – yes, the one with the meerkats – is a high-growth FinTech company on a transformational journey. We are focused on designing, building, and delivering the very best home loan, energy, insurance, and health comparison experience...

  • Senior Test Analyst

    7 days ago

    Toowong, Australia Compare the Market Full time

    About The Company This job ad is the universe’s way of telling you that you’re currently in the wrong job. Compare the Market – yes, the one with the meerkats – is a high-growth FinTech company on a transformational journey. We are focused on designing, building, and delivering the very best home loan, energy, insurance, and health comparison...

  • Senior Test Analyst

    4 weeks ago

    Toowong, Australia Auto & General Full time

    (IT) Ensuring stability, availability and reliability of production platforms and applications through the planning and execution of functionally based user testingSupport the delivery of new A&G products and Services, as well as enhancements of existing products. Design, develop, and execute tests to meet requirements and deliver high quality products in...

  • Senior Pricing Analyst

    2 weeks ago

    Toowong, Queensland, Australia Auto & General Full time

    About Us At Auto & General (A&G), we provide great products and services to safeguard our customers in their time of need. Our range of general insurance products protects customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, and Pet products as well as Roadside Assistance. Our culture of 'high performance with high...

  • Business Analyst

    2 weeks ago

    Toowong, Queensland, Australia Compare the Market Full time

    #S-DNI About the Company Compare the Market, yep, the one with the meerkats, is on an exciting growth trajectory and we are inviting talented Business Analysts and Senior Business Analysts to join us in making a significant impact on the lives of people all over Australia. At CTM, you won't just be an employee; you'll be a crucial part of our mission to...