Senior IT Service Desk Analyst

Job Description

Add expected salary to your profile for insights. Hollard Insurance is part of the Hollard Group of Companies and a top 5 General Insurer in Australia and New Zealand. We underwrite a broad range of general insurance products, including motor, home, contents, business, and pet. Hollard’s unrelenting focus on diversity and inclusion, collaborative partnerships, and delivering great customer outcomes is at the heart of its business model, driven by its purpose of “Using our expertise, integrity and humanity to go further, together.” Your Team: You will be part of a multi-disciplinary technology team and work closely with our customers (business, software vendors, and partners). Your Role: As Senior IT Service Desk Analyst, you will be responsible for overseeing the delivery of exceptional IT support services to end-users. This involves leading a team to provide timely and effective resolutions to IT issues and requests, ensuring high levels of user satisfaction. A critical aspect of this role is the proactive management of major incidents, minimizing disruptions to business operations. You will be expected to implement robust strategies for optimizing service delivery, ultimately contributing to the organization's overall efficiency and success. This role reports into our IT Services function under IT Services Desk Manager. Key responsibilities of the role include: Responsible for IT Service delivery within IT Services ensuring IT Services Desk strategy and goals are delivered. Optimize and drive improvements in practices and processes of our IT Service Desk functions to deliver the highest level of service, efficiency, resilience, and governance. Responsible for offering a great first experience at Hollard for all new staff joining Hollard by overseeing the completion of account, access, and hardware provisioning within SLA. Responsible for consistent, efficient, and forceful Major Incident management to speed up restoration of service, limit business impacts, and keep stakeholders informed. Analyse and leverage insights and reports from IT Services Excellence to gain insights, enable superior IT Services performance, and support value-add communication to key stakeholders. Oversee resolution of end-user’s level 1 support tickets within SLAs. Responsible for identification, mitigation, and reporting on problems causing recurring incidents. Your knowledge & experience: Excellent understanding of ITIL Service management and Incident management. Excellent understanding of IT service delivery and stakeholder management. Good understanding of capability development. Good understanding of Agile (Scrum/SAFe) frameworks. Good understanding and exposure to General Insurance is desirable. Your Skills: Substantial experience in IT Service Management experience with relevant focus in modern IT operations. Excellent skills on ServiceNow or other leading Ticketing system. Strong experience in process optimization, process documentation skills. Excellent analytical, communication, and presentation skills. Excellent skills in planning, estimation, work breakdown, and prioritisation. Good people interaction and stakeholder management skills with the ability to build rapport quickly. Working at Hollard: At Hollard, you will be part of a supportive, valued, and committed team. You will enjoy a challenging and rewarding work environment, career progression opportunities, and great staff benefits and corporate discounts. We also offer many benefits to support your professional development and wellbeing including: Professional and technical development opportunities. Flexible work environment, work from home. Paid parental and partner leave. Additional leave options, including 5 well-being days each year. Novated lease options. Corporate employee discounts from various retailers. Wellbeing benefits e.g., vaccinations, health insurance discounts, mental wellness training, professional memberships, EAP. Hollard is unapologetically committed to creating a workplace that values your diversity with a true sense of inclusion. We actively seek to hire for your different lived experiences (including as relate to disability, ethnicity, faith, Aboriginal and Torres Strait Islander Peoples, gender diversity, sexual orientation, age, neurodiversity). These enhance cognitive diversity and psychological safety in our workplace for everyone. Hollard proudly promotes flexible work including remote work, non-traditional work patterns, and work-family balance. Even if you don’t meet all our selection criteria, we encourage you to apply. Please note that a full background check will be completed on the successful applicant. We will not require any support from Recruitment Agencies and kindly request that no unsolicited resumes are sent to Hollard employees in relation to this role or others. Only direct applications will be considered. Visit the Hollard careers page to learn about how Hollard will collect, store, and handle your personal information. How do your skills match this job? Your application will include the following questions: How many years' experience do you have as an Information Technology Service Desk Analyst? Which of the following statements best describes your right to work in Australia? What's your expected annual base salary? How much notice are you required to give your current employer? Hollard conducts police and bankruptcy checks on all new employees. Do you have any convictions or current proceedings pending which may lead to a conviction? If yes, please provide details. Do you have any friends, family members, business partners, or other acquaintances currently employed at Hollard? If yes, please list their full name. Please confirm your full legal name. #J-18808-Ljbffr