Settings

📁
Information Technology
📅
43471 Requisition #
Apply for Job
Share this Job
Sign Up for Job Alerts
We're looking for someone who is able to use their expert interpersonal and communication skills to analyse and provide support both in the UK and overseas. This role is heavily based on the telephone and other software platforms so you will have a strong phone manner.
Your role will be to provide analysis, diagnosis and resolution of customers’ IT issues. This could be straightforward or possibly more complex, either way, as an authority, you will guide us through the issues. The role also involves actioning customer requests for new IT hardware, software and access.

Key Accountabilities/Deliverables:

  • Can you diagnose and resolve incidents and service requests either by a deskside visit or via remote fix? Do you pride yourself on keeping customers informed of the ticket lifecycle – handling the customer’s expectations as you work?
  • Are you able to deliver an efficient service ensuring that customer satisfaction is kept at a high level?
  • This role requires you to provide Continual Service Improvement to our Operations and liaise with & support other technical teams. Solve problems across the full range of systems, applications and technologies at first contact via remote systems access or by providing user guidance
  • Carry out duties following internal policies and procedures in accordance with applicable laws, rules, regulations, good governance and Gallagher’s shared values, in particular, putting clients at the heart of our business
  • Contribute to the production of IT processes documentation, Dedicated management of queues, managing unassigned tickets and continuous updating of work info
  • Additional duties & responsibilities that may reasonably be expected to be undertaken. Maintain user accounts on the Citrix farm, Building mailboxes and distribution groups and Solve mailbox corruption in Exchange to name but a few.

Person Specification:

Do you have an MCP/MCDST or equivalent? An ITIL qualification is also preferable but not essential.
To help you identify how you might be working: Our In-house standard software packages are:
  • Windows 7 & 10, Microsoft Office packages: 2010 & 2013
  • Mobileiron doe mobile device management
  • Apple products; Laptops, IPads, IPhones
  • Computer & User Management in Active Directory
  • Applying folder / files permissions
  • Exchange 2010 admin
  • Citrix 6.5 XenApp 6.5 and Citrix receiver and common issues
  • BMC Remedy Service Desk software (or similar)
You'll be monitoring our Service Desk procedure in line with ITIL v3 Best practice, PC and Laptop hardware set up and configuration and Installation of hardware & software including the recording of licenses.
The role will require the management of MFD printers, AV kit support, SCCM Maintenance + Use of LogMeIn Software for remote support.
Cable & patch management and Desk side support experience is fundamental to this role as is the ability to prioritise and manage your own workload.
You should be a self-motivated achiever who gains satisfaction from providing excellent customer service and who is comfortable working and using your own initiative.
Able to work and thrive in a challenging environment by using excellent communication and interpersonal skills
You'll need to be eligible to work in the UK
The role is a shift based and will rotate within the hours of 7am-7pm Monday to Friday. Some out of hours work can take place outside of these set times, e.g. weekends.
Founded in 1927, Arthur J. Gallagher & Co. has become one of the largest, most successful insurance broking and risk management companies in the world. With extraordinary reach internationally, our parent group employs over 24,000 people and provides services in more than 150 countries.
We may have been in the business for 90 years, but we continue to be reactive and receptive to change. Our ethics drive everything we do and we are proud to have been recognised as one of the Ethisphere Institute’s Most Ethical Companies for six consecutive years. We work hard to give back to the communities we operate in through fundraising and community days.
Wherever there is an issue of risk, we’re there for our clients. We are a business without barriers – working together to craft solutions that drive value and ambitious advantage for our clients. Our people, our depth of technical knowledge and our global reach will deliver standout advice and coverage expertise.

Similar Listings

London, GB State, United Kingdom

📁 Information Technology

Requisition #: 42024

London, GB State, United Kingdom

📁 Information Technology

Requisition #: 43525

London, GB State, United Kingdom

📁 Information Technology

Requisition #: 43685