Desktop & Service Support Analyst Kawana (Sunshine Coast)
Your new team
You'll be part of the IT Support team at Auto & General, working closely with the Service Desk team to deliver frontline technical support across multiple channels.
This is a hybrid role that combines traditional Service Desk responsibilities with direct onsite technical support, making you a key member of our IT operations team.
The role
• Provide ICT support to users via telephone, remote, face-to-face, and onsite walkup channels
• Respond to support inquiries promptly, delivering accurate information and effective solutions
• Resolve non-complex and moderately complex technical issues to minimise downtime and productivity loss
• Troubleshoot hardware and software issues at the user's workstation
• Provide onsite walkup support for urgent and complex issues that benefit from your physical presence
• Perform system diagnostics and hardware replacements where required
• Provide onsite technical support at the Toowong office location and across Auto & General facilities as required
• Respond promptly to walkup support requests from users seeking immediate technical assistance
• Manage onsite support workload, balancing reactive walkup requests with proactive maintenance tasks
• Perform onsite equipment installation, configuration, and decommissioning
• Maintain awareness of common onsite technical issues and provide preventative support
• Coordinate with Service Desk team to triage and prioritise onsite support requests
• Log and maintain accurate records of service requests and incidents with timely updates on resolutions
• Triage incoming incidents and requests to determine appropriate resolution path




• Track and monitor incident resolution times to ensure SLA compliance
• Coordinate with third-party vendors and internal teams to resolve complex issues
• Contribute to the development and maintenance of ICT support documentation
• Create and update articles for the Service Desk knowledge base
• Identify opportunities to improve Service Desk and onsite support practices and procedures
• Provide after-hours support as scheduled
What experience you'll bring
• 1–2 years of Service Desk experience or equivalent frontline IT support experience
• Experience with onsite technical support or desktop support preferred
• Strong technical knowledge in frontline support and desktop environments
• Proficiency with common operating systems (Windows, macOS, or Linux)
• Experience with hardware installation and troubleshooting
• Familiarity with ticketing systems and support tools
• Excellent oral and written communication skills
• Exceptional customer service skills
• Strong time management and multitasking abilities in high-pressure environments
• Outstanding troubleshooting and problem-solving skills
• Ability to work independently and as part of a team
• Professional demeanour and reliability
• Physical capability to perform onsite technical work
Our Perks
•Location – North Lakes-Based at our North Lakes office in Brisbane's north, you'll have access to a modern workplace with excellent facilities.
Conveniently located with free parking available on-site, our North Lakes location offers easy commuting with proximity to major transport routes and local amenities.
You'll have access to nearby shopping, dining, and recreation facilities, with a relaxed, suburban setting that maintains a skilled work environment.

📌 Desktop & Service Support Analyst (Queensland)
🏢 Auto & General
📍 Queensland