Desktop & Service Support Analyst

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...