Brief Description

The Role

The Desktop Support Analyst is responsible for delivering support services to staff related to the operation of installed hardware and software.

Accountabilities

• Provide telephone, face-to-face, and onsite technical support for desktop issues.
• Respond to assistance requests, maintaining accurate fault logs with resolution details.
• Implement hardware/software installations and routine upgrades according to Service Level and Quality targets.
• Ensure timely updates and realistic resolution times for requests, maintaining professionalism.
• Complete tasks assigned by Team Leader and interface effectively between users and service providers.
• Escalate unresolved technical queries to appropriate teams and management.
• Contribute to improving Desktop Support and Service Delivery practices.
• Participate in ongoing team training.
  
  

Essential

Qualifications and Experience

• 2-3 years of relevant Desktop Support experience.
• Sound technical knowledge of Microsoft Desktop hardware and software.
• Proficient in configuring and troubleshooting mobile devices, particularly Android and Apple.
• Strong analytical and problem-solving skills.
• Good time management and communication skills.
• Ability to manage multiple requests and prioritise effectively.
• Strong customer service focus.
• Sound knowledge of the organisation's Standard Operating Environment (SOE).
  
  

Desirable

• Tertiary qualifications in IT or related field.
• Industry certifications.
• Experience with Mac OS X and SCCM.
  
  

Location: Toowong

Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues.

Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.

The benefits of working at A&G

• Be rewarded – We recognise high performance and reward our people for their hard work through bonuses and other perks.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway – Enjoy a wide range of benefits, including:
• Personalised rewards and peer-to-peer recognition
• Exclusive discounts and savings across more than 600 top retailers
• A comprehensive recognition program that celebrates milestones and achievements — helping you feel valued every step of the way
• Work flexibility – With options to work from home two days per week.
• Options for leave – Life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave, and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us – We’ve got learning and professional development opportunities to suit everyone.
• Give back – Our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising, and donation opportunities for causes that you’re passionate about.
• Take care of yourself – Your wellbeing is important to us, and our healthy mind and body hub, mental health support, and fitness discounts will help you be your best self.
• Celebrate the wins – We love sharing our successes and celebrating together. Join us and you’ve got a ticket to our many on-site events throughout the year, family fun days, and annual celebrations.
• Save money – As well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
  

About Us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

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.