IT Analyst

GT Insurance; City of Parramatta; Hybrid; AUD 80,000 - 110,000; Full time

Job summary

GT Insurance in Parramatta/North Sydney is seeking a proactive IT Analyst to be the first point of contact for IT support. You will respond to helpdesk requests, diagnose issues, and provide timely assistance across hardware, software, and network topics.

Reporting to the General Manager – Information Technology, you will log incidents, prioritise tickets, and contribute to knowledge base content and process improvements to enhance the end-user experience.

Qualifications

• Tertiary Qualification in Information Technology is required.
• Experience working in an insurance company supporting underwriting and broker connectivity platforms is required.
• Experience in an IT Helpdesk, Service Desk, Desktop Support, or similar IT support role is required.
• Microsoft Certified: Security Operations Analyst Associate (SC200) – Completed or currently studying toward.
• Strong communication skills and ability to explain technical information to non-technical users.

Responsibilities

• Maintain a solid understanding of IT infrastructure, software applications and hardware components.
• Respond to incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Log all incidents, service requests, and interactions in the helpdesk ticketing system with accurate records.
• Analyse and prioritise helpdesk tickets based on urgency and impact for timely resolution.
• Diagnose and troubleshoot issues related to hardware, software, and network connectivity.
• Provide step-by-step guidance and remote assistance to users to resolve problems.
• Assist in conducting training sessions and workshops to improve user understanding of IT procedures.

Skills

IT Helpdesk

Insurance IT support

Customer communication

Troubleshooting

SC200

Education

Tertiary Qualification in Information Technology

Tools

Ticketing system

Job description

• Hybrid working, mix of onsite & remote working.
• Permanent full time, working across our office locations at Parramatta and North Sydney
• Industry Leader in Heavy Motor and Commercial Marine Insurance

Fully backed by Allianz Australia, GT Insurance offers a diverse range of underwriting solutions across Transport and Machinery, Marine and Transit. With our award-winning claims service, we ensure that vehicles and the goods they carry are covered comprehensively, powering the progress of businesses.

Our core values of ‘inspire,’ ‘wholehearted,’ and ‘ownership’ guide our interactions with customers, brokers, colleagues, and partners, fostering an environment of respect, proactivity, and innovation.

Our IT Analyst is the first point of contact for IT support, responding to helpdesk requests, diagnosing and resolving technical issues, and ensuring users receive timely and effective assistance. You will work across a range of technologies, including hardware, software, network connectivity, and business applications, while maintaining accurate records and managing support requests through our ticketing system.

Beyond day-to-day support, you will play an important role in continuous improvement by identifying recurring issues, contributing to knowledge-sharing initiatives, developing support documentation, and helping enhance processes that improve the overall user experience. This is an excellent opportunity for someone who enjoys combining technical expertise, customer service, and problem-solving to drive positive outcomes for both users and the business.

Reporting into our General Manager – Information Technology you will be responsible for:

• Maintain a solid understanding of the organisations IT infrastructure, software applications, and hardware components.
• Respond to incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Log all incidents, service requests, and interactions in the helpdesk ticketing system, maintaining accurate and detailed records.
• Analyse and prioritise helpdesk tickets based on urgency and impact, ensuring timely resolution or escalation to appropriate teams.
• Diagnose and troubleshoot technical issues related to hardware, software, network connectivity, and other IT infrastructure components.
• Provide step-by-step guidance and remote assistance to users to resolve technical problems effectively.
• Assist in conducting training sessions and workshops for users to enhance their understanding of basic IT procedures and best practices.
• Contribute to continuous improvement by partnering with team members to analyse recurring issues, share insights, and develop knowledge base content and solutions that reduce future occurrences.
• Maintain and enhance knowledge resources by documenting common issues, troubleshooting processes, and effective resolutions to support continuous improvement and faster issue resolution.

Skills & Experience Required:

• Tertiary Qualification in Information Technology is required
• Experience working in an insurance company supporting underwriting and broker connectivity platforms is required.
• Experience in an IT Helpdesk, Service Desk, Desktop Support, or similar IT support role is required
• Microsoft Certified: Security Operations Analyst Associate (SC200) – Completed or Currently Studying Towards
• Understanding of IT infrastructure components, including hardware, operating systems, and software applications.
• Ability to communicate technical information clearly and effectively to non-technical users, ensuring a thorough understanding of solutions and recommendations.
• Strong troubleshooting and problem-solving skills across hardware, software, networking, and business applications
• Commitment to continuous learning and staying current with emerging technologies and industry best practices.

Our people enjoy being part of an organisation that respects and values their contributions and working alongside others who pride themselves on outstanding customer service.

We provide our people opportunities to grow and learn new skills, work collaboratively across different areas, and contribute to and share in collective success. Our business is growing and we have big plans, creating exciting new career and growth opportunities.

We invite you to discover more about GT Insurance, our dedication to supporting industry growth, individual progress, and opportunities to join our team by visiting our website at gtins.com.au or connecting with us on social media to stay updated on our latest news and job openings.

At GT Insurance, our commitment to excellence extends beyond our products and services. Just as we assist businesses in managing their risk to ensure they can continue to thrive and progress, we are dedicated to providing equal opportunities for all candidates in our recruitment process.

Applications open on Wednesday, 16 September 2026 and will close on Friday, 16 October 2026.