Service Desk Analyst at Gallagher

Perth, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

18 Jan, 26

Salary

0.0

Posted On

20 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Delivery, Desktop Hardware, Software Troubleshooting, Microsoft Products, Active Directory, Citrix Technologies, Audio/Video Support, Information Security, ITIL, Negotiation Skills, Relationship Management, Preventative Repairs, Diagnostic Tools, Operating System Configurations, Incident Resolution, Trend Analysis

Industry

Insurance

Description

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 Customize desktop hardware to meet user specifications and site standards; Develop trends by monitoring and analysing incoming calls, problems and support requests; Provide user data and application recovery; 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. 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 a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave Novated Leasing opportunities Two paid volunteer days annually Health Insurance Discounts with our Group Insurance Plan Employee Stock Purchase Program Paid parental leave Other benefits include: Flexible and hybrid work arrangements Mental Health and Wellbeing Support for yourself and immediate family members Employee Recognition Awards and Service Milestone Recognitions Peer Support Program Annual flu vaccinations Access to Reward Gateway – discount offers at over 350 retailers! And more... We value inclusion and diversity Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

Responsibilities

The Service Desk Analyst will log, monitor, and track all incidents and service requests while providing best-in-class user service. This role involves diagnosing, repairing, maintaining, and upgrading hardware and equipment, as well as troubleshooting problem areas.