IntroductionWelcome 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.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. OverviewGallagher 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 DeskScope of services (but not limited to)End user device supportPeripheral supportDesktop operating system supportNetwork access supportDesktop productivity software i.e. office, exchange etc.Device deploymentEnd user software installationGeneral 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 CatalogueUtilises the Service Management system and process to record all cases (incidents and work requests)Maintains accurate details and currency of information related to all casesActively communicates and updates customers the status of their caseEscalates cases to L3/4 Technical Analysts when complexity of the problem exceeds their skill set and authorityUndertake and assist with the completion of post-incident reviews for all priority incidentsProvides regular reporting of activity to ManagerProvides technical support to Technical Analysts to assist in call resolutionPerforms or assists with Change Management activities as requiredMay assist in larger project activities as directed by the Manager.CustomerAll interactions with Customers are undertaken with the high standards of service and conductEvery contact with a customer should be regarded as an opportunity to provided additional support and help if required.SecurityGood understanding of security in the context of IT services and systemsMaintains an awareness of security and possible risks across all customer service activity.Legal and ComplianceEnsure Arthur J Gallagher Information Technology activities comply with regulatory and ethical standards and proactively take action to minimise and address the risk of breachesAdheres to all ITS processes and policies and will seek guidance where necessary undertaking activity. OtherObserve the professional standards and values of the respective businessesOther 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 analystsAbility to prioritise and allocate work across distributed geographic teamsStrong customer service focus and empathyExcellent oral and written communication skillsAbility to work within targets and deadlinesAdherence to implemented guidelines and processesAbility to analyse and solve problems to resolutionA good knowledge of the organisations technical environment and operating platformsAbility to work in a complex technical environment with multiple stakeholders At least 5 years of experience in delivery of technical support servicesRelevant tertiary qualification in Information Technology or BusinessRelevant industry technical qualifications e.g. MCSA, MCSEGallagher 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 potential; paid Volunteering days; and salary scarified superannuation options.Apply now via our careers website, https://www.ajg.com/au/about-us/careers/ or for further information, please contact our Talent Acquisition team at ****** 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/ Compensation and benefitsWe value inclusion and diversityInclusion 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.#J-18808-Ljbffr
