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 benefits 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 balance initiatives and a supportive team environment
- Options for leave – Volunteer days for community engagement, additional paid 'ME' day for personal wellbeing, paid parental leave, and the opportunity to purchase additional leave
- Professional development – Learning and development opportunities, support for IT certifications (ITIL, CompTIA, Microsoft, etc.), mentoring and career progression pathways, and training on new technologies and systems
- Community engagement – The A&G Difference program for volunteering, fundraising, and donations; team involvement in community initiatives; and employee giving programs
- Wellbeing support – Mental health support and counselling services, fitness discounts and gym partnerships, a healthy mind and body hub with wellness programs, and employee assistance programs
- Team environment – On-site team events and collaboration spaces, family fun days and annual celebrations, and a strong team culture with supportive colleagues
- Employee discounts – Insurance product discounts on Auto & General policies, retail and hospitality partner discounts across Australia, and exclusive employee benefits programs
About us
Auto & General (A&G) is Australia's fastest-growing major Motor and Home insurer, offering insurance products including Car, Motorcycle, Home, Contents, Pet and Travel products. We're delivered through our Budget Direct brand and partnerships with leading brands including ING, Qantas, Virgin Money and Coles Insurance.
We're committed to customer service, innovation and growth, with an inclusive and supportive workplace culture. We actively invest in employee development and wellbeing, making us a great place to build a career in the insurance industry.
We're dedicated to safeguarding a bright future, with high performance and high integrity at the heart of everything we do. Our commitment to our people, customers, business and community drives our success and shapes our culture every day.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
