Service Desk Analyst

at  Auto General Insurance

ABOUT US

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.
Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet, and Travel Insurance 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.

OUR PERKS

• Location –Our head office is conveniently based in Toowong Village shopping centre – a city fringe location with access to retail, restaurants, various parking options and public transport. We also have an office in North Lakes – we are happy to consider applications from people wanting to work in these locations.
• 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’s 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.
• Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.
• WFH - We offer a hybrid working model offering two days per week WFH.
  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.

PURPOSE OF THE ROLE

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.

THE ROLE

• 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.
• Follow agreed procedures, respond to requests for assistance by providing support or refer to the knowledge base when available.
• Maintain accurate log entries of service requests and incidents with resolution timeframe when applicable or informative updates.
• Triage incoming incidents and requests ensuring the information is accurate and actionable in a timely manner.
• 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.
• Follow-up of escalated incidents or service requests to further increase knowledge.
• Contribute to the identification and escalations of problems in the environment.
• Provide rostered after hours support services.