Introduction
At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.
Overview
My Plan Manager (MPM), a Gallagher Bassett company, is seeking a customer-focused Desktop Support Analyst to provide frontline IT support primarily to the MPM business, while also partnering with the Gallagher Bassett IT team to support our broader technology environment when required.
Based in Adelaide, you'll provide hands-on technical support across our offices, helping employees resolve IT issues, supporting critical business systems, and delivering an exceptional service experience in a fast-paced and collaborative environment.
What You'll Be Doing
As a Desktop Support Analyst, you'll be the first point of contact for technical support, managing tickets, walk-up requests, phone calls and emails while ensuring service levels are achieved.
Your responsibilities will include:
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Providing desktop support to internal employees
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Managing incidents and service requests through ServiceNow
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Supporting Microsoft 365, Exchange, Active Directory and endpoint technologies
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Troubleshooting hardware, software and connectivity issues
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Supporting video conferencing and collaboration tools including Microsoft Teams and Zoom
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Assisting with access management, user setups and permissions
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Supporting remote workers and office-based staff across multiple sites
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Assisting with hardware deployments, replacements and upgrades
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Working closely with other IT teams, vendors and business stakeholders to resolve technical issues
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Monitoring and meeting agreed service level commitments and ticket resolution targets
About you
What We're Looking For
We're seeking someone who combines strong technical capability with outstanding customer service skills.
Skills & Experience
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Previous experience in a desktop support, service desk or IT support role (Essential)
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Strong customer service and communication skills with a willingness to support users over phone, email and face-to-face interactions (Essential)
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Working knowledge of Microsoft 365, Microsoft Exchange and Active Directory (Essential)
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Experience troubleshooting desktop, laptop, mobile device and hardware issues (Essential)
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Experience working with ServiceNow or similar ITSM/ticketing platforms (Preferred, not essential)
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Experience supporting Zoom, video conferencing and telephony solutions (Preferred, not essential)
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Exposure to Salesforce environments (Preferred, not essential)
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Experience supporting Citrix environments (Preferred, not essential)
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Relevant IT certifications (Preferred, not essential)
Why Join Us?
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Join a supportive and collaborative IT team
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Work across both Gallagher Bassett and My Plan Manager technology environments
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Exposure to a broad range of technologies and business systems
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Genuine career development opportunities across Service Desk, Applications Support, Business Intelligence, Leadership and broader Technology functions
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Hybrid working arrangements available after six months
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Opportunity to make a real impact supporting employees who help Australians every day
How to Apply
If you're passionate about technology, enjoy solving problems and thrive in a customer-focused environment, we'd love to hear from you.
Apply now and help us deliver exceptional technology support across Gallagher Bassett and My Plan Manager.
Applicants must be willing to work across our Adelaide office locations and successfully complete all required background screening checks, including Police Checks, NDIS Clearance, and Working with Children Checks. Candidates must also currently hold or be eligible to hold a MyID Registration.
You must have the right to live and work within Australia to be considered for this position, with citizenship or permanent residence preferred based on baseline clearance requirements which may be needed for this role.
Agency candidates will not be considered for this position.
Compensation and benefits
On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.
Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:
- 4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle Leave
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Novated Leasing opportunities
- Two paid volunteer days annually
- Health Insurance Discounts with our Group Insurance Plan
- Employee Stock Purchase Program
- Paid parental leave
Other benefits include:
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Flexible and hybrid work arrangements
- Mental Health and Wellbeing Support for yourself and immediate family members
- Employee Recognition Awards and Service Milestone Recognitions
- Peer Support Program
- Annual flu vaccinations
- Access to Reward Gateway – discount offers at over 350 retailers!
- And more...
We value inclusion and diversity
Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.
Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.
Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.
Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
