Technical Analyst - Desktop Support

Description:

Welcome to Gallagher – a global leader in insurance, risk management, and consulting services. With a growing team of more than 52,000 professionals worldwide, we empower businesses, communities, and individuals to thrive. At Gallagher, you can build a career whether it’s with our brokerage division, our benefits and HR consulting division, or our corporate team. Experience The Gallagher Way, a culture fueled by shared values and a collective passion for excellence. Join one of our dynamic teams, where you'll play a pivotal role in shaping Gallagher's future and unlocking unparalleled opportunities for both clients and yourself.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Gallagher is a global leader in Insurance broking, risk management and consulting, with over 53,000 employees worldwide in over 130 countries. We have a global reach with a local presence and pride ourselves on being a socially responsible and an ethical organisation expressed through our Shared Values, The Gallagher Way. We are proud to have been awarded one of Insurance Business Australia Top Insurance Employers and Forbes Best Employer for Women.

This purpose of this role provides coordination and technical IT support (Level 1 & 2) to businesses in relation to IT related incidents and service requests. These services are provided to all locations in Australia and will extend from time to time into other countries as determined by the business.

Delivery of Customer Support Services

• Provide L1 & L2 Customer Support
• Provide hands-on 1st and 2nd level support for all IT related incidents whilst recording details in the IT Service Management tool and assisting with resolution
• Liaise with the business and internal service resources to resolve incidents.
• Respond to support requests and escalations in a timely manner according to established SLA’s
• Ensure that all open tickets are regularly updated and well maintained.
• Hands-on delivery of the Access Management function to ensure user access is provisioned/de-provisioned for business systems
• Ensure availability to work agreed rostered hours of support on Service Desk (or after-hours as requested)
• Develop and maintain systems and procedure documentation
• End user device support
• Peripheral support
• Desktop operating system support
• Network access support
• Desktop productivity software i.e. office, exchange etc.
• Device deployment
• End user software installation
• General end user service trouble shooting.
• Maintains accurate details and currency of information related to all cases
• Actively communicates and updates customers the status of their case
• Escalates cases to L3/4 Technical Analysts when complexity of the problem exceeds their skill set and authority
• Undertake and assist with the completion of post-incident reviews for all priority incidents
• May assist in larger project activities as directed by the Manager.

Customer

• All interactions with Customers are undertaken with the high standards of service and conduct
• Every contact with a customer should be regarded as an opportunity to provided additional support and help if required.

Security

• Good understanding of security in the context of IT services and systems
• Maintains an awareness of security and possible risks across all customer service activity.

Legal and Compliance

• Ensure Arthur J Gallagher Information Technology activities comply with regulatory and ethical standards and proactively take action to minimise and address the risk of breaches
• Adheres to all ITS processes and policies and will seek guidance where necessary undertaking activity.

This is a great opportunity and to be considered, you will demonstrate your:

• Ability to work as a member of a team and work autonomously
• Ability to provide guidance and direction to technical analysts
• Ability to prioritise and allocate work across distributed geographic teams
• Strong customer service focus and empathy
• Ability to work within targets and deadlines
• Adherence to implemented guidelines and processes
• Ability to analyse and solve problems to resolution
• A good knowledge of the organisations technical environment and operating platforms
• Ability to work in a complex technical environment with multiple stakeholders
• At least 5 years of experience in delivery of technical support services
• Relevant tertiary qualification in Information Technology or Business
• Relevant industry technical qualifications e.g. MCSA, MCSE

Gallagher Benefits – we offer great benefits and career development opportunities including tuition assistance; career development and training to build a personalised career pathway; wellbeing offerings; employee assistance program; additional weeks’ Lifestyle leave; Gallagher Rewards for discounts at 350+ major retailers; Employee Stock Purchase Plan to invest in the company's growth potential; paid Volunteering days; and salary scarified superannuation options.

Any offer of employment and subsequent continuing employment is dependent upon the satisfactory completion of background checks by Gallagher or by an external third party provider.

Gallagher is an Equal Employment Opportunity (EEO) employer committed to the principles of workplace diversity and inclusion. We welcome all people regardless of ethnicity, faith, sexual orientation, gender identity and lifestyle choices. We are committed to providing a working environment that embraces and values diversity, equity and inclusion.