About A&G;

Auto & General (A&G;) is the fastest‑growing major motor and home insurer in Australia, offering a range of insurance products through its award‑winning brand Budget Direct and partnerships with leading brands such as ING, Qantas and Coles Insurance.

Position: Senior Service Desk Analyst

Our Service Desk team is at the heart of A&G;’s Technology division, keeping our people connected and productive by delivering responsive, high‑quality ICT support across the business. As a Senior Service Desk Analyst you will be the first point of escalation for incidents and service requests, providing expert ICT support while mentoring and upskilling the broader Service Desk Analyst team.

Responsibilities

- 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

Qualifications

- 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 workplace
- 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

Toowong office, close to public transport and parking. Modern collaborative areas, secure bike storage, showers and outdoor spaces. 4 km from the city centre with easy access to retail, restaurants and amenities.

The Benefits Of Working At A&G;

- Performance‑based bonuses and other rewards for high performance
- Flexible leave options: volunteer days, an additional paid “ME” day, paid parental leave and the ability to purchase additional leave
- Learning and professional development opportunities for all staff
- Community contribution through the A&G; Difference program – volunteering, fundraising and donation opportunities
- Well‑being support: healthy mind and body hub, mental‑health support and fitness discounts
- Events and celebrations: many on‑site events, family fun days and annual celebrations
- Discounts on insurance products and retail/hospitality purchases across Australia

Recruitment Notice

We politely ask recruitment agencies to avoid making unsolicited approaches to our Recruitment Team or Hiring Leaders. Referrals from employees are welcome. For internal applicants, please notify your manager or team leader before applying.

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📌 Senior Service Desk Analyst (Queensland)
🏢 Auto & General Australia
📍 Queensland