IT Helpdesk Analyst – Insurance Tech Support

Global Transport & Automotive Insurance Solutions; City of Parramatta; On-site; AUD 70,000 - 90,000; Full time

Job summary

Global Transport & Automotive Insurance Solutions in Parramatta NSW is seeking an IT Analyst to be the first point of contact for IT support. You will respond to helpdesk requests, diagnose issues, and resolve technical problems across hardware, software, and network connectivity while maintaining accurate records.

Reporting to the General Manager – Information Technology, you will contribute to knowledge sharing, develop support documentation, and drive process improvements to enhance user

Qualifications

• Tertiary IT qualification required.
• Experience in an insurance company supporting underwriting and broker connectivity platforms (UPM) is required.
• Experience in IT Helpdesk, Service Desk, Desktop Support, or similar IT support role is required.
• Understanding of IT infrastructure components including hardware, operating systems, and software applications is required.
• Microsoft Certified: Security Operations Analyst Associate (SC200) is required (completed or currently studying).
• Ability to communicate technical information clearly to non-technical users.
• Strong troubleshooting and problem-solving across hardware, software, networking, and business applications.
• Commitment to continuous learning and staying up-to-date with emerging technologies.

Responsibilities

• Maintain understanding of IT infrastructure, software, and hardware components.
• Respond to helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Log incidents, service requests, and interactions in the ticketing system with detailed records.
• Analyse ticket urgency and impact, ensuring timely resolution or escalation.
• Diagnose and troubleshoot issues related to hardware, software, network connectivity, and IT infrastructure.
• Provide step-by-step guidance and remote assistance to resolve technical problems.
• Assist in conducting training sessions and workshops for users to improve IT procedures knowledge.
• Contribute to continuous improvement by sharing insights and developing knowledge base content.

Skills

IT knowledge

Troubleshooting

Customer service

Communication

Education

Tertiary IT qualification

Tools

UPM platform

Ticketing systems

Job description

Global Transport & Automotive Insurance Solutions in Parramatta NSW is seeking an IT Analyst to be the first point of contact for IT support. You will respond to helpdesk requests, diagnose issues, and resolve technical problems across hardware, software, and network connectivity while maintaining accurate records.

Reporting to the General Manager – Information Technology, you will contribute to knowledge sharing, develop support documentation, and drive process improvements to enhance user