Is Service Desk Technician

2 weeks ago

Hamilton, New Zealand Gallagher Group Full time

**About Gallagher**

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day. Not only does our technology protect some of the world’s highest security environments and agriculture businesses but our purpose also means we care deeply about our people and their families. With operations in New Zealand, Australia, Asia, Africa, USA, Canada, the UK and Europe and exports across the globe, we provide our employees unrivalled globally focused career pathways.

**About the Role**

Join Gallagher as an IS Service Desk Technician and become the vital link between our staff and technology. As the first line of support for all standard technology, you will empower our employees to excel in their roles. Your responsibilities will extend to providing support services to internal staff and collaborating with the IS team on projects and initiatives. With your expertise, you will document processes, train fellow technicians, and ensure timely updates on support requests. As the face of our IS department, you will proactively identify and address potential issues, playing a critical role in their resolution.

This position aligns with the "Service desk and incident management" category in the SFIA framework, encompassing levels 1 to 4. Take the next step in your career and join our dynamic team today.

**As part of #TeamGallagher you will**
- Serve as the first point of contact, ensuring prompt and effective resolution of IT-related issues
- Foster a supportive and valued experience for users, maintaining a calm and understanding approach
- Utilise the IT Service Management Tool to track and manage tickets, taking shared ownership of the User Experience team's queue
- Adhere to ITIL concepts and workflows, prioritising incidents and service requests according to SLAs
- Support computing devices, peripherals, and software, troubleshooting and ensuring their continued operation
- Contribute to knowledge management by creating and maintaining knowledge base articles and process documentation
- Provide phone support and maintain audio/video conferencing equipment for seamless communications
- Collaborate effectively within the team, sharing knowledge and contributing to continuous improvement efforts
- Take ownership of personal development, staying updated on relevant trends and proactively enhancing skills

**Key Experience and Attributes for Success**
- Passion for technology and a genuine desire to assist others
- Strong knowledge of Microsoft Windows, Office suites, and basic networking
- Excellent organisational, analytical, and problem-solving skills
- Effective communication abilities, with fluency in English and the capability to explain technical concepts
- Proven team player with a detail-oriented and professional approach
- Ability to handle multiple priorities and adapt to changes in the IT landscape
- IT-related qualification at NZQA level 4 or higher and/or recognized industry certifications are advantageous
- Familiarity with Apple devices, Linux-based operating systems, and telephone systems is beneficial

**Benefits & Perks**

At Gallagher, we foster a supportive and family-friendly work environment, where collaboration, innovation, and continuous improvement are at the forefront. We value work-life balance and prioritise the well-being of our employees.
- Competitive salary and annual bonus
- Flexibility: Enjoy the freedom to work both in the office and remotely
- Work-life balance: Achieve harmony by blending your personal and professional life
- A modern environment, free parking, subsidised on-site café and great eateries nearby
- Discounts at Health, Fitness and Childcare providers, and free flu vaccinations
- Retirement plan contribution up to 5% (on top)
- Life & Disability Insurance
- Boost App membership; Gallagher staff discounts at a variety of NZ stores
- Plenty of fun along the way; Team building events, inspiring guest speakers, and team lunches

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