Desktop Support Analyst

at  Auto General Insurance

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 integrity’ underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

ACCOUNTABILITIES

• Provide telephone, face-to-face, and onsite technical support for desktop issues.
• Respond to assistance requests, maintaining accurate fault logs with resolution details.
• Implement hardware/software installations and routine upgrades according to Service Level and Quality targets.
• Ensure timely updates and realistic resolution times for requests, maintaining professionalism.
• Complete tasks assigned by Team Leader and interface effectively between users and service providers.
• Escalate unresolved technical queries to appropriate teams and management.
• Contribute to improving Desktop Support and Service Delivery practices.
• Participate in ongoing team training.

QUALIFICATIONS AND EXPERIENCE:

Essential:

• 2-3 years of relevant Desktop Support experience.
• Sound technical knowledge of Microsoft Desktop hardware and software.
• Proficient in configuring and troubleshooting mobile devices, particularly Android and Apple.
• Strong analytical and problem-solving skills.
• Good time management and communication skills.
• Ability to manage multiple requests and prioritize effectively.
• Strong customer service focus.
• Sound knowledge of the organization’s Standard Operating Environment (SOE).

Preferred:

• Tertiary qualifications in IT or related field.
• Industry certifications.
• Experience with Mac OS X and SCCM.

OUR PERKS

• Location – Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport. Alternately, our North Lakes and Kawana sites have secure free parking and access to transport.
• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You’ll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities – There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
  If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

The Desktop Support Analyst is responsible for providing Desktop Support services to users associated with operating installed hardware and software.