Overview Gallagher Bassett is Australia's largest Third Party Administrator (TPA). Our focus is refreshingly simple: we manage insurance claims on behalf of insurers, brokers, government bodies and self-insured corporations. Drawing on our global network and extensive local resources, Gallagher Bassett provides customised claim and risk mitigation solutions that improve our clients' outcomes. As pioneers in this fast growing sector, we continue to set the benchmark for quality, customer service and TPA systems across all insurance sectors. Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne and Sydney, and employing over 1,600 staff. How you'll make an impact 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 Brisbane'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. On a day to day basis you will: 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 We are interested in hearing from people who have: Strong communication and customer service skills Recent work experience within a service desk or trouble shooter role is essential Proven ability to maintain good relationships with customers and vendors Ability to engage and negotiate with people, and develop and maintain effective relationships Awareness of information security Understanding of customer service delivery in an IT environment and service management methodologies (such as CompTIA A+ and/or ITIL) Experience with desktop hardware and software, including operating systems and MS products Technical skill and experience with Microsoft, specifically Active Directory and Citrix technologies Technical knowledge of thin clients, PC's and desktop hardware and peripherals is ideal Tertiary qualifications (related to Information Technology) will be ideal, but not essential for your success Working with us: Attractive remuneration packaging & flexible work arrangements including Work from Home Paid Parental Leave Excellent working environment – our team at GB is renowned for it's dedicated and approachable people as well as its friendly, flexible and inclusive working environment which is built around great team support and rewarding opportunities; Exciting career – as our Company grows, so do the opportunities for our people; Opportunities for ongoing education and development through both external and internal programs delivered by our own claims training experts Service recognition awards; and employee assistance program for yourself and immediate family members. A dedication to your wellbeing through our peer support program, corporate health insurance discounts and wellness programs Additional purchased leave, novated leases, and access to the Gallagher Rewards Program (including discounts/cash-back for hundreds of retailers!) "Thank-You" additional leave days and company-wide celebrations to reward your hard work and dedication!
