Senior Service Desk Analyst - IT

Information Technology
50215 Requisition #
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Are you looking to take the next step in your career? We are looking for a Senior Service Desk Analyst to join our team in Wakefield. You will provide 1st line technical support to a user base of approximately 4,300 internal UK based colleagues along with a wide range of other challenging daily activities.

You're the person who provides analysis, diagnosis and resolution of your customers’ IT issues. You'll also be the person to fulfil customer requests for new IT hardware, software and access.

Key Accountabilities:

  • You act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests.
  • You're are key in the resolving problems; from in-house software to hardware, such as mobile phones, Laptops, PCs and Printers. You may also need to investigate basic network issues such as internet/intranet or network folder access.
  • The aim of our team is to work quickly and effectively together; as such we aim to achieve certain targets. [Average Speed of Answer and First Contact Resolution etc]
  • You will take pride and ownership in resolving user and site problems. You'll be dedicated, following up the progress of the issues on their behalf and communicate the progress along the journey.
  • Maintaining a high degree of integrity and customer service for all support queries you'll adhere to all service management principles and protocols.
  • At times, you'll create and publish support materials to help maximise the positive delivery of new messages for our colleagues. This could be with requests for information, large scale roll outs and also providing training if it's needed.
  • You're likely to arrange external technical support where problems cannot be resolved in-house.
  • You'll have basic Active Directory knowledge: creating user accounts, resetting passwords, creating groups, etc.
  • Work with your team and other relevant support teams to train, coach and improve their technical knowledge to aid increased fix rate within the group.
  • You have the deep understanding and ability to identify serious issues and more importantly create a plan of action to remedy the situation. You're tasked with minimising or eradicating the impact of technical issues on our customer systems availability.
  • Provide telephone support of 1st and 2nd line nature. 1st point of critical issue for Service Desk Analysis. You will also produce a variety of technical report information in order for the Service Delivery teams to produce customer reports.

Do you have what we need?

Have you got an ITIL or an MCP certification? It's preferable but these aren't critical for us.

Good understanding of ITIL with relation to Service Desk, User & Security Group Active Directory administration experience.

Deep knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010

Having a consistent track record with using and solving problems with Outlook 2007 within a network environment would be a huge advantage.


  • IT Service Desk and/or Call Centre experience required – specifically supporting users remotely
  • Incident Management experience – Managing incidents, including business expectations and communication – essential
  • Excellent communication skills and telephone manner
  • Outstanding 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.
  • We do require you to be eligible to work in the UK.

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 30,000 strong, serving our clients with customised solutions that will protect them and fuel their futures.


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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