Service Desk Analyst

at  Gallagher

Introduction:
Join our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You’ll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.
We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply.

Overview:

• Join a Global Company offering career progression
• Be part of a high performing, passionate IT Team
• Something for everyone - range of staff benefits, discounts & wellbeing programs

ABOUT THE ROLE

As a Service Desk Analyst, you’ll provide incident resolution/service request management for ITS applications, software, hardware and network systems, including assisting with the resolution of identified problems. Initially an office-based role located in Melbourne’s CBD, you’ll provide both telephone based and in-person IT support to our organisation which provides claims management services to a broad range of insurance lines.
How you’ll make an impact:

YOUR RESPONSIBILITIES WILL INCLUDE:

• Monitoring and tracking all service requests that are logged using the ticket management system
• Troubleshooting hardware including, but not limited to laptops, desktops, mobile devices, printers
• Proactive maintenance of outstanding calls for all queues in IS Service Desk
• High standard of correctly classified data entered into ticket management system for accurate reporting.
• Incidents and service requests are escalated to internal support teams via the ticket management system
• Regular feedback is provided to customers regarding incident and service request status
• Customer complaints are fully addressed and escalated when required
• As required, and in support of the Level 2 Desktop Engineers, install, upgrade and troubleshoot OS, Office and other Desktop applications
  About you: