Steadfast Group is the largest general insurance broker network and the largest underwriting agency group in Australasia with growing operations internationally. We were founded on the belief that a network of brokers would be stronger together, and this idea has been the backbone of our culture ever since. We believe that none of us is as good as all of us.

At Steadfast, we take pride in the diverse mix of individuals and skill sets within our organisation. Our team members collaborate across various business units to not only bolster our broker network but also to pioneer the innovative thinking, systems, and technologies that will propel the insurance sector into the future.

We are leaders of the general insurance broking and underwriting industry, and we lead from the front.

About the opportunity

The Desktop Support Analyst provides technical and functional support to internal Steadfast staff for hardware and software issues. You will respond to queries, resolve incidents and problems, and perform root cause analysis on information technology and business functional issues. This role provides a lead role in technical and business functional support to Steadfast end-users and their associated equipment and applications. Additionally, you will act as a senior member of the Service Desk team. Effective communication and a customer-oriented approach are essential for success in this role.

Key Responsibilities:

• Provide technical support for company PCs, laptops, LAN hardware, software, scanners, printers, and peripherals.
• Serve as the first point of contact for technical assistance via phone, email, Teams, or in person.
• Manage and respond to customer requests through the ticketing system, ensuring all tickets are logged, monitored, and tracked.
• Participate in asset management, including weekly stock takes and ensuring assets are allocated to users.
• Triage and delegate tickets as needed, adhering to standards and timelines for incident resolution.
• Identify and suggest possible improvements on procedures, providing proactive support and attention to logged tickets.

Skills and Qualifications:

• 6-9 months’ experience in a Service Desk/Desktop Support environment providing level 1 & 2 support.
• Proficiency in Microsoft Windows 10/11, Microsoft 365 administration, and Exchange online.
• Experience with Endpoint Management software (e.g., ManageEngine Desktop Central) and endpoint deployment via Intune.
• Strong organizational skills and the ability to multitask efficiently.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in everyday language.
• A passion for delivering excellent customer service, adaptable to new processes, and able to work under pressure.

Benefits

As a valued member of the Steadfast team, you'll enjoy a comprehensive array of benefits tailored to support your professional and personal well-being. Joining Steadfast means gaining access to:

• Flexible working arrangements to help you balance work and home life.
• Career advancement opportunities and professional development through training programs, mentorship initiatives, and tuition reimbursement. We also partner with ANZIIF for accreditation and qualifications.
• Free company provided Life, Temporary Permanent Disablement, Salary Continuance and Travel insurances, plus access to other discounted insurances.
• An expansive Health and Wellbeing program, which includes free annual health checks, free annual skin checks, Flu shots, holistic support and advice, discounted gym membership, and confidential counselling.
• Discounts on travel, hotels, hire cars, electronic and vehicle packages through our various partners.
• Working in a vibrant and collegiate culture where you are a person, and your contribution is valued.

About us

Our purpose is to create solutions designed to help our businesses and network achieve better outcomes for their clients and the communities we serve from our people, processes and culture.

We are committed to providing a workplace where people feel they can bring their whole self to work. We aim to create a diverse work environment in which everyone is treated fairly and with respect and where everyone feels responsible for the reputation and performance of Steadfast.

We are strong supporters of Aboriginal and Torres Strait Islander peoples, businesses and communities through our Reconciliation Action Plan. We are also passionate about the environment, diversity, equity and inclusion, and love to give back to charities through the Steadfast Foundation.

We are proud of our Family Friendly Accreditation as well as and our Work180 Endorsement. We are major sponsors of Women in Insurance, Young Insurance Professionals, Head over Heels, the Dive In festival and are active members of Champions of Change.

To apply

We are always on the lookout for great talent, if you are interested in a confidential conversation regarding career opportunities, please email talent@steadfast.com.au

We believe that our people are our greatest asset. Our people are chosen for their personalities, their ethics and professional qualities without any exclusion, preferential treatment, or discrimination. We are proud to be an equal opportunities employer and do not discriminate by reason of age, gender, gender identity, race, sexual orientation, nationality, religion or disability or any other difference. We encourage applications from all individuals and will provide appropriate assistance for candidates with disabilities or special needs throughout the recruitment process upon request.