Desktop Support Analyst

About Us:
Welcome to Gallagher - a global leader in insurance, risk management, and consulting services. With a growing team of more than 45,000 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.

Overview:
**Gallagher **is a global leader in Insurance broking, risk management and consulting, with over 39,000 employees worldwide in over 130 countries. We have a global reach with a local presence and pride ourselves on being a socially responsible organisation expressed through our Shared Values, The Gallagher Way. We are proud to be one of **Australia’s Top Insurance Employers** and Forbes **Best Employer for Women**.

The **purpose of this role** is to provide coordination and technical IT support (Level 2) to the businesses in relation to IT related incidents and service requests escalated from the Service Desk (Level 1). 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 L2 Customer Support as escalated from the L1 Service Desk
- Scope of services (but not limited to)
- 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.
- Ensures all cases (incidents and work requests) are escalated, prioritised and assigned appropriately across the Customer Support team.
- Responds and resolves cases within agreed targets and SLAs as detailed within the Customer Services Catalogue
- Utilises the Service Management system and process to record all cases (incidents and work requests)
- 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
- Provides regular reporting of activity to Manager
- Provides technical support to Technical Analysts to assist in call resolution
- Performs or assists with Change Management activities as required
- 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.

**Other**
- Observe the professional standards and values of the respective businesses
- Other duties as required.

**This is a superb opportunity and to be considered, you will demonstrate**:

- Ability to work as a member of a team as well as to work with 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
- Excellent oral and written communication skills
- 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 and learning and development opportunities 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