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 professional work environment.

The perks of working at Auto & General

- Be rewarded – Bonuses and perks for high performance, and recognition of exceptional customer service and technical contributions
- Work flexibility – Options to work flexibly when remote support or Service Desk activities permit, with work-life...

📌 Desktop & Service Support Analyst (Kawana)
🏢 Auto u0026 General
📍 Kawana