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IT Support Specialist
2 months ago
About Gilchrist Connell
Gilchrist Connell is a leading national insurance firm operating across all Australian jurisdictions from its five offices in various locations. In recognition of our excellence in the insurance sector, we have received prestigious awards and recognitions, including being named the 2023 Insurance Specialist Firm of the Year. We strive to support employees to meet their work, family, and wellbeing needs, and we believe that partnering with sophisticated clients, delivering on high-quality work, and enjoying a rewarding personal life should not be mutually exclusive.
Our Culture
We have a genuinely positive work culture, with a strong focus on learning built on transparency in feedback to help you perform at your best. Our team strives for providing excellent service to our clients while balancing lifestyle and wellbeing, knowing when to work hard and when to relax.
About The Role
We're looking for an IT Support Specialist to become part of our shared services team. Our team provides first and second-level IT support and delivers training and advice to our teams throughout Australia. You'll play a crucial role, offering technical support and delivering training and advice to our teams.
Your Key Responsibilities
- Provide technical support to employees for an array of systems, including Microsoft Office Suite, Elite 3E, and iManage Work.
- Instruct users on the intricate features of software applications.
- Provide IT assistance after regular hours if needed.
- Promptly record, resolve, and escalate support inquiries, with the goal of addressing issues promptly upon first contact.
- Help with setting up and managing IT user profiles, assets such as laptops, multifunction devices, phones, and mobile gadgets.
- Prioritize customer satisfaction in all responsibilities and handle extra tasks as necessary.
- Troubleshoot incident tickets through to their resolution at all levels.
- Monitor the health and availability of core systems.
- Support with software installations, patches, updates, capacity optimization, and performance enhancements.
- Aid in configuring and keeping IT hardware such as desktops, laptops, and printers operational.
- Ensure adherence to security guidelines, manage antivirus programs, and observe patch statuses.
- Document solutions for end-users to address common maintenance or configuration problems.
- Develop relationships with external vendor support teams.
- Provide support to the IT team, if required.
About You
- Ability to facilitate, gather, and document information to make it meaningful.
- Excellent communication skills with the confidence to liaise with a range of internal and external clients.
- Strong and well-developed troubleshooting and problem-solving skills.
- Ability to work collaboratively within a team environment.
- A proactive approach and the ability to manage multiple tasks efficiently.
- Attention to detail, with thoroughness to diagnose and resolve issues.
