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Service Desk Analyst

Company: Gallagher    Location: Wakefield
Arthur J. Gallagher is the brand name for the international broking division of Arthur J. Gallagher & Co. a division that is headquartered in London and covers territories outside of the United States stretching from the UK to Australia, from Canada to the Caribbean, and from Latin America to Asia, employing more than 6500 staff. As part of one of the worlds largest insurance brokerage and risk management companies which employs more than 19,000 people worldwide across 30 different countries we benefit from significant international reach and a global network that can offer client service capabilities in more than 140 countries. At Gallagher, we are proud of our ability to put our clients not our products at the centre of our operations. Whether we are addressing the needs of individuals, small businesses or international conglomerates, our people, our technical expertise and our global reach deliver first-class coverage, risk management advice and placement expertise. Founded in 1927, Arthur J. Gallagher & Co. is now one of the largest risk management and insurance broking companies in the world, with its corporate headquarters in Itasca, Illinois, and total assets in excess of $6.8 billion (as at 31 December 2013). Job Purpose: To act as an IT Service Desk Analyst in the best interests of the Company. Delivering first line technical support to a user base of approximately 4,300 internal UK-based staff. Providing analysis, diagnosis and resolution of customers IT issues. Carrying out customer requests for new IT hardware, software and access.

Key Accountabilities/Deliverables:
Act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests;
1 st line support - troubleshooting of IT-related problems from in-house software to hardware, such as Blackberrys, Laptops, PCs, thin-clients and Printers;
Work to the achievement of established Key Performance Indicator targets (such as Average Speed of Answer and First Contact Resolution);
Troubleshoot basic network issues such as internet/intranet or network folder access;
Escalate unresolved calls to the relevant support teams;
Log all calls in the Service Desk Call Logging system (Remedy 8.1);
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
Maintain a high degree of customer service for all support queries and adhere to all service management principles;
Publishing support documentation to assist staff with requests for information & provide staff training if required;
Basic Active Directory knowledge. Creating user accounts, resetting passwords, creating groups, etc;
Blackberry account management and provisioning;
Arrangement of external technical support where problems cannot be resolved in-house

Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Gallaghers shared values, in particular, putting clients at the heart of our business.

Additional Considerations:
Person Specification:
Qualifications

An ITIL qualification is preferable, but not essential
MCP certification would be desirable, but not essential

Technical Knowledge

Basic understanding of ITIL with relation to Service Desk
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010
Experience with using and troubleshooting Outlook 2007 within a network environment (including but not limited to: permissions, calendar sharing, delegation)

Experience

IT Service Desk and/or Call Centre experience required specifically supporting users remotely
Incident Management experience Managing incidents, including business expectations and communication essential

Skills/other

Excellent communication skills and telephone manner
Excellent organisational and troubleshooting skills
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
MS Office proficiency
The role is shift-based and will rotate within the Service Desk hours of 8am 6pm Monday to Friday.

Eligibility Requirements

Eligibility to work in the UK