Service Desk Analyst

**Introduction**

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose.

Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here.

We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence.

Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

**Overview**
Gallagher Bassett (GB) is Australia and New Zealand’s premier third party claims administrator. We manage claims on behalf of insurers, brokers, government bodies and self-insured organisations. We are part of the leading global risk management and insurance group Arthur J Gallagher & Co.

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.

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

A newly created Service Desk Analyst vacancy has become available within our National IT Support Team, who provide desktop support to our organisation. Reporting to the Service Desk Technical Lead, you will act as the localised point of contact for end users receiving support and maintenance within GB’s desktop computing environment.

This role will see you 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.

This is a unique opportunity to broaden your existing skillset whilst working with a range of stakeholders in a fast-paced environment.

**How you'll make an impact**
- 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 IT 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;
- Customise 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 customise operating system configurations for deployment.

**About you**
- 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;
- Demonstrated 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.

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

**Compensation and benefits**
On top of a competitive salary, great teams and exciting career opportunities, we also offer