IT Support Analyst

Why Envest?

Envest is proud to be one of Australia’s largest independent distribution groups. We are driven by the belief that insurance plays a vital role in our community, empowering businesses and individuals alike. Our mission is to invest in and nurture insurance businesses, enabling them to grow, thrive, and make a meaningful impact.

The role

This role focuses on triage, resolution, and customer communication, resolving common issues at first contact where possible and escalating appropriately to senior support or IT Technical Operations when required. The Service Desk Analyst plays a key role in delivering a positive, consistent support experience across the Envest Group.

Frontline IT Support & Triage

• Act as the first point of contact for IT incidents and service requests via the Service Desk.
• Diagnose, resolve, or escalate incidents and requests in line with defined support models.
• Provide L1–1.5 support across user accounts, devices, applications, and connectivity.
• Ensure timely responses and resolutions in line with agreed SLAs and priorities.

User Support & Customer Experience

• Communicate clearly and professionally with users, providing regular updates on ticket progress.
• Support user onboarding, offboarding, and access changes.
• Assist users with common end‑user applications and collaboration tools.
• Deliver a consistent, customer‑focused support experience.

Ticket & Queue Management

• Accurately log, update, and manage tickets within the Service Desk system.
• Ensure tickets are categorised, prioritised, and documented correctly.
• Follow escalation and handover processes to L2 teams or IT Operations as required.
• Contribute to maintaining a clean, well‑managed ticket queue.

Process, Knowledge & Improvement

• Follow defined service desk processes, procedures, and security standards.
• Contribute to knowledge base articles and support documentation.
• Identify recurring issues and highlight trends to the Service Desk Manager.
• Support service improvements by providing frontline feedback.

Key Skills & Experience

• Experience in an IT Service Desk or frontline IT support role.
• Strong understanding of basic IT troubleshooting and service desk practices. Familiarity with ticketing systems and SLA‑driven environments.
• Strong communication and customer service skills.
• Ability to prioritise workload and work effectively in a team environment.

The salary range for this position is $80,000 - $85,000 plus superannuation, with eligibility for an annual discretionary bonus.