Technical Analyst (Infrastructure Services)

Gallagher is a global leader in Insurance broking, risk management and consulting, with over 39,000 employees worldwide in over 130 countries. We have a global reach with a local presence and pride ourselves on being a socially responsible organisation expressed through our Shared Values, The Gallagher Way. We are proud to be one of Australia’s Top Insurance Employers and Forbes Best Employer for Women.

The purpose of this role provides coordination technical IT support (Level 3/4) to Gallagher businesses to various server and network services. You will be responsible for effective provisioning, installation/ configuration, operation, and maintenance of systems hardware and software and related infrastructure. You will participate in technical research and development to enable continuing innovation within the infrastructure. You will ensure that system hardware, operating systems, software systems, and related procedures adhere to organisational values.

This is a 12 months fixed-term contract.*

• Provide L3 Support in relation to incidents and work requests
• Scope of services (but not limited to)
• Desktop operating system support
• Active directory support
• Citrix OS support
• Server/storage hardware configuration
• Server/storage software configuration
• OS and firmware upgrades
• Patching
• Monitoring of server/storage environments
• Server security
• Performance tuning both physical and virtual
• General end user service trouble shooting.
• Backup and recovery service
• Infrastructure Maintenance
• Data Centre Facilities
• Fault/performance/capacity monitoring
• Responds and resolves issues within agreed targets and SLAs as detailed within the Customer Services Catalogue
• Utilises the Service Management system and process to record incidents
• Maintains accurate details and currency of information related to incidents
• Maintains appropriate levels of technical documentation of desktop infrastructure and systems
• Liaises with 3rd party suppliers services e.g. Citrix for delivery and support of remote access services
• Actively communicates and updates customers the status of their case
• Provides technical support to Technical Analysts to assist in call resolution
• Raises cases to L4 support when complexity of the problem or requests exceeds their skills and authority
• Undertake and assist with the completion of post-incident evaluations for all priority incidents
• Provides regular reporting of activity to Manager
• Performs or assists with Organisational Change activities as required
• Assist in larger project activities as advised by the Manager

• All interactions with Customers are undertaken with the high standards of service and conduct
• Provided additional support if required

• Good understanding of security in the context of a compute services
• Maintains an awareness of security and possible risks across all activities.

• Ensure Gallagher Information Technology activities comply with regulatory and ethical standards and proactively take action to minimise and address the risk of breaches
• Adheres to all GTS processes and policies

This is a superb opportunity and to be considered, you will demonstrate:

• Ability to work as autonomously and in a team
• Strong customer service focus
• Excellent oral and written communication skills
• Align with guidelines and processes
• Ability to resolve issues in a timely manner
• A good knowledge of the organisation’s technical environment and operating platforms
• Experienced working in a complex technical environment with multiple stakeholders
• Experience in delivery of technical infrastructure support and services
• Relevant tertiary qualification in Information Technology or Business
• Systems Administration/System Engineer certification in VMware, Citrix and Microsoft

Gallagher Benefits – we offer great benefits and career development opportunities including tuition assistance and learning and development opportunities to build a personalised career pathway; wellbeing offerings; employee assistance program; additional weeks’ Lifestyle leave; Gallagher Rewards for discounts at 350+ major retailers; Employee Stock Purchase Plan to invest in the company's growth potential; paid Volunteering days; and salary scarified superannuation options.

Apply now via our careers website, https://www.ajg.com/au/about-us/careers/ or for further information, please contact our Talent Acquisition team at *******@ajg.com.au.

Any offer of employment and subsequent continuing employment is dependent upon the satisfactory completion of background checks by Gallagher or by an external third party provider.

Gallagher is an Equal Employment Opportunity (EEO) employer committed to the principles of workplace diversity and inclusion. We welcome all people regardless of ethnicity, faith, sexual orientation, gender identity and lifestyle choices. We are committed to providing a working environment that embraces and values diversity, equity and inclusion.