Desktop Support Analyst

About the role

The Desktop Support Analyst will provide frontline IT support to My Plan Manager employees across multiple sites, ensuring a seamless technology experience. This role works closely with the Gallagher Bassett Technology team and supports both office‑based and remote staff.

Key responsibilities

• Deliver desktop and end‑user support, handling incidents and service requests via ServiceNow.
• Troubleshoot hardware, software, network and connectivity issues, including Microsoft 365, Exchange, Active Directory and endpoint technologies.
• Assist with user account management, onboarding, permissions and asset management activities.
• Support collaboration tools such as Microsoft Teams and Zoom, and provide video‑conferencing assistance.
• Work with technology teams, vendors and business stakeholders to resolve issues and improve user experience.

Required profile

• Proven experience in a Desktop Support, Service Desk or IT Support role.
• Strong customer service, communication and stakeholder engagement skills.
• Ability to work independently, prioritize competing demands and contribute to continuous improvement.

Required skills

• Microsoft 365, Microsoft Exchange and Active Directory.
• ServiceNow ticketing platform.
• Microsoft Teams, Zoom and video‑conferencing tools.
• Salesforce user support or administration.
• Citrix and virtual desktop environments.

What we offer

• Hybrid working arrangements with flexibility for work‑life balance.
• Access to modern technology and tools across My Plan Manager and Gallagher Bassett.
• Learning, training and professional development opportunities.
• Career progression pathways in Service Desk, Applications Support, Cyber Security, Infrastructure and more.
• Competitive salary plus benefits such as 4 weeks annual leave, health insurance discounts, flexible work options and employee recognition programs.