Information Technology
46848 Requisition #
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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 by Arthur J. Gallagher in Chicago in 1927, Gallagher has grown to be one of the leading insurance brokerage, risk management, and human capital consultant companies in the world. With significant reach internationally, we are an equal opportunities organisation who employs over 26,000 people and our global network provides services in more than 150 countries.
Our people partner with businesses across countries and international territories to provide relevant and impactful professional advice. Regardless of what risk and challenges our clients have, we work hard and utilize industry specific expertise to find the best solution and to deliver it with world-class service.
We continue to build on 90 plus years of expertise that spans global industries. No matter the size of the organization we partner with and the challenges presented by the industry, we work tirelessly to provide solutions that maximize value for our clients.
Our values are core to our culture. Passionate service, strategic innovation, and ethical behavior form the basis of how we do business. We help businesses go beyond their goals. It’s the Gallagher Way.
Our employing entity, Arthur J. Gallagher Services (UK) Limited, is proud to be accredited as a Living Wage employer with the Living Wage Foundation.  Gallagher is committed to diversity of opportunity for all and is opposed to any form of less favourable treatment on the grounds of gender or gender identity, marital status, civil partnership status, parental status, race, ethnicity, colour, nationality, disability, sexual orientation, religion/ belief, age and those with caring responsibilities.

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