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Support Engineer

Company: Arthur J. Gallagher & Co.
Location: Suffolk
Posted on: May 3, 2021

Job Description:

Gallagher Bassett was established in Chicago in 1962 as a Third Party Administrator (TPA) providing claims and risk control services to self-insured clients and now has 125 branches and over 3,600 skilled professionals in the USA, UK, Australia and Canada. Gallagher Bassett UK was founded in 1991 and now has twelve offices across the UK with over 300 claims handling staff.

Gallagher Bassett UK provides claims management and risk management services to corporate, national and local government, insurer and broker clients.

We are constantly seeking skilled professionals who are up for a challenge and take exceptional performance to heart. We present opportunities that not only enable our company to remain an industry leader but also provide employees with limitless possibilities for success and personal growth.

Position Overview:

Working closely with the IT team, the IT Service Desk Lead position will be required to manage the IT Helpdesk and deliver exceptional support to internal customers through the help desk.

Key Responsibilities:

  • Manage the Service Desk and staff to provide 1st level technical support; answering support queries via the telephone, using remote desktop tools or should the need arise attendance to users place of work.
  • Act as a further escalation point for unresolved or escalated calls.
  • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Report to senior managers on any issue that could significantly impact the business.
  • Take overall responsibility for incident management and request fulfilment on the Service Desk.
  • Ensure staff take ownership of user problems and be proactive when dealing with user issues.
  • Ensure all calls are logged in the Service Desk logging system.
  • Respond to enquiries from clients and help them resolve any hardware or software problems.
  • Maintain a log of any software or hardware problems detected.
  • Support users in the use of Computer equipment by providing necessary training and advice.
  • Allocate more complex calls to the relevant IT Support member.

Position Specific Requirements:

  • Prior experience of working in a Desktop / Deskside Support capacity.
  • Deployment, configuration and support of Microsoft operating systems (including Windows 7 - 10 and Server 2008 - 2012 R2) and Office 2010-2016
  • Administration of Windows domains, Microsoft Exchange and software management solutions
  • Basic network hardware configuration
  • Hosting web applications (IIS / Apache)
  • Administration of IP-PBX telephony systems
  • Basic scripting in languages such as: BAT, VBScript and Powershell
  • Some experience using web development languages such as HTML5, Javascript and JQuery
  • Basic querying of MS SQL Server and MySQL.
  • Creating and maintaining detailed support documentation
  • Ability to communicate effectively with business users and fully understand their requirements.
  • Able to promote own skill development.
  • Excellent planning and organisational skills.
  • Attention to detail.
  • Proactive approach to problem solving and service improvement.
  • Ability to work within challenging deadlines and under pressure.
  • Drive to improve and fully implement processes.
  • Highly motivated and reliable, able to adapt to situations and excel under pressure.
  • Confident nature, able to effectively manage own time and priorities in line with business objectives.
  • Acts with tact and diplomacy while providing honest feedback in a professional manner.
  • Team player with excellent interpersonal skills.
  • Innovative thinker with the ability to develop new solutions.
  • Corporate windows environment
  • Outlook / Exchange experience
  • Active Directory exposure
  • Networking fundamentals
  • Good Communication Skills Verbal and Written
Additional Information

Keywords: Arthur J. Gallagher & Co., Suffolk , Support Engineer, Other , Suffolk, Virginia

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