The role
As a Senior Service Desk Analyst, you'll be the first point of escalation for incidents and service requests, providing expert ICT support to users while mentoring and upskilling the broader Service Desk Analyst team.
You'll play a key role in driving improvements to service desk practices and ensuring technology systems run at their best.
Serve as the first point of escalation for Service Desk Analysts, resolving complex and escalated ICT incidents and service requests
Provide telephone, face-to-face, and remote technical support to users across the business
Triage and resolve a wide range of ICT issues across computers, printers, multifunction devices, tablets, and smartphones
Liaise with third-party vendors to resolve incidents and service requests as required
Maintain accurate log entries of service requests and incidents, including resolution timeframes and updates
Contribute to the development and maintenance of ICT support documentation
Identify and implement improvements to Service Desk practices and procedures
Guide users to self-resolve issues through agreed procedures and knowledge-sharing
Mentor and actively upskill the Service Desk Analyst team through knowledge sharing and coaching
Provide rostered after-hours support services as required
What experience you'll bring
3-5 years of experience in a frontline Service Desk or ICT support role
Strong technical knowledge across user administration, networking, telephony systems, virtualised environments, and Citrix
Experience with or strong motivation to automate routine tasks using PowerShell or other scripting languages




Exceptional troubleshooting and problem-solving skills with the ability to work independently
Outstanding time management and the ability to multitask effectively in a high-pressure environment
Excellent customer service skills with strong oral and written communication
Experience mentoring or upskilling junior team members (advantageous)
Relevant tertiary qualifications or industry certifications in conjunction with experience
Location
Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of up-to-date collaborative areas to work and connect with colleagues.
Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.
The benefits of working at A&G;
Be rewarded — we recognise high performance and reward our people for their hard work through bonuses and other perks.
Options for leave — life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.




Grow with us — we've got learning and professional development opportunities to suit everyone.
Give back — our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
Take care of yourself — your wellbeing is key to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
Celebrate the wins — we love sharing our successes and celebrating together - join us and you've got a ticket to our many in office events throughout the year, family fun days and annual celebrations.
Save money — as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
About us
Auto & General (A&G;) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.
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!
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
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📌 Senior Service Desk Analyst (Queensland)
🏢 Auto & General
📍 Queensland