Service Desk Analyst

About Us:
Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

Overview:
Seeking a highly organised Service Desk Analyst to join our dynamic team in East Melbourne. A great opportunity to showcase your service and technical skills.

**Gallagher** is one of the world’s largest insurance brokerage, risk management and consulting firms. With more than 34,000 people working around the globe, we provide customised risk management solutions to help people and businesses move forward with confidence. We pride ourselves on being a socially responsible, ethical and collaborative organisation expressed through our Shared Values, The Gallagher Way. We are also proud to be named one of the 2021 World’s Most Ethical Companies by Ethisphere for the 10th consecutive year as well as being on the Forbes World’s Best Employers list as the only Insurance brokerage.

**The purpose of this role** is to provide hands-on support for day-to-day IT incidents and service requests from internal staff across all locations in Australia and New Zealand. Your focus will be to deliver customer service excellence and assisting to ensure all Service Levels and KPI's are met.

Key responsibilities include:

- Provide hands-on 1st 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
- Work closely with various teams to increase the efficacy of the IT Service Desk - measured primarily by Resolved on First Call and Net Advocate Score (NAS).
- Respond to support requests and escalations in a timely fashion 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
- Adherence to internal processes, procedures and compliance requirements

**To be successful in this role**, you might be a graduate looking to kick start your IT career or an experienced Service Desk Analyst ready to take on your next challenge and further enhance your skills and experience.

In addition, we’re seeking someone who has:

- Tertiary qualifications in IT (preferred)
- Previous IT Business experience in a similar function (preferred)
- Knowledge of incident and problems management processes (ITIL) and IT Service Management system to log and record Incidents and Work Orders (Remedy) ideal
- Strong customer service focus
- Excellent verbal and written communication skills
- Ability to priortise with strong organisational and time management skills
- Ability to analyse and resolve incidents
- Self-motivated, enthusiastic and flexible disposition
- Ability to both work autonomously and be a supportive team member

**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.