Role Overview: As a Senior Desktop Support Analyst for this prestigious global insurance organisation, you will provide hands-on leadership to a growing team across the Asia Pacific region. This role requires ownership in delivering innovative technical solutions within Desktop Support. The Opportunity: With a focus on ownership and accountability, you will lead a dynamic Desktop Support team, ensuring seamless operations and shaping best practices. You will: Provide advanced technical support and resolve escalated ServiceNow issues. Drive service improvements, meet SLAs, and manage IT change communication. Handle Level 2 Desktop Support for a large user base. Create and maintain application and technical documentation, stored on the intranet and knowledge wikis. Oversee hardware provisioning and inventory management. Maintain documentation of processes and solutions. Contribute to project delivery and the transition to Business As Usual (BAU) activities. What You'll Bring: Extensive IT support experience, ideally in insurance or finance. A minimum of 5 years' experience in a Senior Desktop Support role. A proven track record of managing teams. Demonstrated success in service improvements and SLA delivery. Experience with ServiceNow or similar systems. Proficiency in ITIL, end-user computing, and Microsoft 365 technologies. Excellent verbal and written communication skills. Strong knowledge of networking and desktop systems. Note: Only Australian residents are eligible to apply for this role. Why You'll Want to Join: You will join a high-performing team with the opportunity to impact our APAC customers through a collaborative and innovative approach. For more information, please email me at