Business Unit / Information Technology - Operations
Location / Bournemouth
Reporting to / Service Desk Team Leader
Management responsibility / No / Size of team / n/a
Budget accountability / n/a / Travel (includes International) / n/a
The Team / Department
Arthur J. Gallagher is the trading platform for the Arthur J. Gallagher & Co. group outside of the United States, Bermuda and the Cayman Islands. It has seven international operating divisions and offices in six countries. Its UK operation trades as Gallagher London.
At Gallagher, we are proud of our ability to put our clients – not our products – at the centre of our operations. We believe that we think and behave differently to other London brokers because we know that brand names don’t deliver services – people do.
Our experienced practitioners take a resolutely hands-on approach, personally overseeing the service that you're given and doing everything they can to understand your business, your priorities, and your wants and needs.
Founded in 1927, Arthur J. Gallagher & Co. is one of the largest risk management and insurance broking companies in the world. With its corporate headquarters in Itasca, Illinois, US, it employs nearly 13,000 insurance professionals in 17 countries and has total assets in excess of $3.5 billion.
The IT Operationsgroup are responsible for the day to day running, support and application of change to the production environment. Ensuring the systems are fit for purpose and in-line with corporate standards. The. The team consists of an extremely technical and competent group of operational engineers, monitoring and diagnosis staff in addition to specific system support and helpdesk staff.
Overview of Role / Role Purpose
The Service Desk Analyst provides user support and customer service on company-supported IT applications and platforms. Principle role is to troubleshoot problems and advise on the appropriate action, as well as monitoring assistance tickets raised and ensuring closure of issues in a timely fashion.
Core Responsibilities
- Respond to requests for technical assistance in person, via phone, electronically
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise user on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Administer help desk software
- Redirect problems to correct resource
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
- Prepare activity reports
- Inform management of recurring problems
- Stay current with system information, changes and updates
Key Interfaces
INTERNAL / EXTERNAL
- IT Infrastructure teams in UK, and in particular other sections of the Helpdesk function both in Leeds and in other locations;
- Wider client areas supported across the AJG organisation;
- Selected Third Parties
Key Skills and Experience
- working knowledge of fundamental operations of relevant software, hardware and other equipment
- strong track record in a Service Desk function
- knowledge of relevant call tracking applications
- knowledge and experience of customer service practices
- related experience and training in troubleshooting and providing help desk support
- oral and written communication skills
- learning skills
- problem analysis
- problem-solving
- adaptability
- team interaction
- planning and organizing
- attention to detail
- stress tolerance
- customer service orientation
Education / Qualifications
•bachelor's degree with emphasis in Computer Science, Engineering or Information Systems Management.
•Relevant experience within industry
Personal Attributes – aligned to the Company’s shared values
Client Excellence / Demonstrable drive, self-motivation
Determination to achieve results
Great customer service
Innovation & Resourcefulness / Tenacious and self-motivated
Technically competent across multiple platforms
Ability to lead research and triage of complex problems, tactical and strategic solutions.
Team Work& Interpersonal Skills / Team player
Supports and encourages change and adapts positively to changing priorities and work demands
Able to work under pressure
Learns and shares knowledge
Able to motivate and lead multiple teams
Expertise / Close attention to detail / accuracy
Integrity / Able to deliver information with integrity and sensitivity
Leadership / Confident and assertive individual
HR Use Only
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Job Architecture Title
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