Desktop Support Analyst MPMG (Adelaide)

Overview

My Plan Manager (MPM), a Gallagher Bassett company, is seeking a customer focused Desktop Support Analyst to provide frontline IT support primarily to the MPM business while partnering with the Gallagher Bassett IT team.

Based in Adelaide, you'll provide hands on technical support across our offices, helping employees resolve IT issues, supporting critical business systems, and delivering an exceptional service experience in a fast paced and collaborative environment.

What You'll Be Doing

• Providing desktop support to internal employees
• Managing incidents and service requests through ServiceNow
• Supporting Microsoft 365, Exchange, Active Directory and endpoint technologies
• Troubleshooting hardware, software and connectivity issues
• Supporting video conferencing and collaboration tools including Microsoft Teams and Zoom
• Assisting with access management, user setups and permissions
• Supporting remote workers and office based staff across multiple sites
• Assisting with hardware deployments, replacements and upgrades
• Working closely with other IT teams, vendors and business stakeholders to resolve technical issues
• Monitoring and meeting agreed service level commitments and ticket resolution targets

What We're Looking For

• Previous experience in a desktop support, service desk or IT support role (Essential)
• Strong customer service and communication skills with a willingness to support users over phone, email and face to face interactions (Essential)
• Working knowledge of Microsoft 365, Microsoft Exchange and Active Directory (Essential)
• Experience troubleshooting desktop, laptop, mobile device and hardware issues (Essential)
• Experience working with ServiceNow or similar ITSM/ticketing platforms (Preferred, not essential)
• Experience supporting Zoom, video conferencing and telephony solutions (Preferred, not essential)
• Exposure to Salesforce environments (Preferred, not essential)
• Experience supporting Citrix environments (Preferred, not essential)
• Relevant IT certifications (Preferred, not essential)
• Willingness to work across Adelaide office locations and comply with background screening checks, including Police Checks, NDIS Clearance and Working with Children Checks (Essential)
• Current or eligible to hold a MyID Registration (Essential)
• Right to live and work in Australia, with citizenship or permanent residence preferred (Essential)

Benefits

• 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
• 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

Inclusion and Diversity

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, 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 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.