Service Desk Analyst

2 weeks ago

Sydney, Australia Gallagher Full time

**About us**

Life at GB is an adventure - often fast paced, unpredictable, challenging and deeply rewarding. It is social and engaging, with our unique and positive culture underpinned by The Gallagher Way - values lived daily by our people.

Gallagher Bassett is Australia's largest Third-Party Administrator (TPA). Our focus is refreshingly simple: we manage insurance claims on behalf of insurers, brokers, government bodies and self-insured corporations.

Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne and Sydney, and employing over 1000 staff.

GB values its employees and offers a friendly, comfortable working environment that facilitates a work/life balance

**The Opportunity**

There are some great things happening at GB as we move through a period of exciting period of transformation and change, and we want YOU to be a part of it all

We are seeking a skilled and enthusiastic Desktop Support Analyst to join the team in a newly created position. In this role, you will act as a localised point of contact for end users receiving support and maintenance within GB’s desktop computing environment.

This is a great opportunity to provide best in class user service and support the business operations across a variety of requirements, including diagnosing, repairing, maintaining and upgrading all hardware and equipment, troubleshooting problem areas, and incident resolution.

**Additionally, you will**:

- Log, monitor and track All incidents and service requests using the ticket management system;
- Proactively manage, maintain and escalate outstanding calls for all queues in the IS Service Desk;
- Assist customers and provide regular feedback in relation to the resolution of incidents and service requests;
- Perform preventative and remedial repairs on computers, laptops, printers, and other hardware;
- Customize desktop hardware to meet user specifications and site standards;
- Develop trends by monitoring and analysing incoming calls, problems and support requests;
- Use diagnostic tools to troubleshoot problems associated with desktop hardware/software;
- Use tools and methodologies to load, copy and customize operating system configurations for deployment.

**We are seeking an individual who possesses the following skills and experience**:

- Substantial experience in in customer service delivery within a technology environment, ideally a service desk or troubleshooter role;
- Relevant tertiary qualifications (related to Information Technology);
- Proven ability to engage and negotiate with people, and develop and maintain effective relationships;
- A sound understanding of customer service delivery in an IT environment and service management methodologies (such as ITIL);
- Significant experience with desktop hardware and software, including operating systems and MS products;
- Technical skills and experience with Microsoft, specifically Active Directory and Citrix technologies;
- Ability to operate tools, components and peripheral accessories;
- roven ability to maintain good relationships with customers and vendors;
- Experience with audio/video support and related technologies specifically Microsoft Teams Rooms with Polycom, Crestron or similar hardware;
- A strong awareness of information security;
- Experience in the insurance or financial services sectors and an ITIL Foundations Certification would be highly desirable.

**If you live our values and demonstrate the people capabilities, we can not only offer you great career opportunities, but on a day to day you’ll experience the following**:

- Attractive remuneration packaging & flexible work arrangements - including WFH;
- Excellent Working Environment - friendly, flexible and supportive working environment which is built around great team support and rewarding opportunities;
- Exciting career - as our Company grows, so do the opportunities for our people;
- Opportunities for ongoing education and development;
- Service recognition awards;
- Employee assistance program for yourself and immediate family members;
- Paid Parental Leave.

To be considered for this opportunity you must have right to live and work in Australia when applying.

Agency applicants will not be considered for this position.
- Gallagher Bassett is an Equal Opportunity Employer and Indigenous Australian applicants are encouraged to apply. As a member of the Diversity Council Australia, we recognise the importance of, and embrace diversity in the workplace. We will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant_

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