Desktop Support Analyst

Gallagher Bassett; Adelaide; Hybrid; AUD 75,000 - 90,000; Full time

Benefits offered by this job

4 weeks annual leave

Novated Leasing opportunities

Volunteer days

Health Insurance Discounts

Employee Stock Purchase Program

Paid parental leave

Job summary

My Plan Manager, a Gallagher Bassett subsidiary, is seeking a Desktop Support Analyst in Adelaide. The role is based in a hybrid environment, supporting internal users across multiple sites.

You’ll troubleshoot hardware, software and network issues while working closely with the Gallagher Bassett technology team to deliver a seamless user experience. The ideal candidate will have strong customer service skills and experience with Microsoft 365, Exchange and Active Directory, plus ticketing

Qualifications

• Experience in a Desktop Support/IT Support role with a strong focus on customer service.
• Proficient in supporting Microsoft 365, Exchange and Active Directory environments.
• Ability to troubleshoot desktop, laptop, mobile device and hardware issues across multiple channels (phone, email, in-person).
• Experience with ServiceNow or similar ticketing platforms and hybrid/remote user support.

Responsibilities

• Provide frontline IT support across My Plan Manager internal users at multiple sites.
• Manage incidents and service requests using ServiceNow, meeting service levels.
• Troubleshoot desktop, laptop, mobile, software, network and collaboration tool issues.
• Support Microsoft 365, Exchange, Active Directory and endpoint technologies.
• Assist with user provisioning, onboarding and access management.
• Support collaboration tools such as Microsoft Teams and Zoom.
• Support both office-based and remote employees and participate in continuous improvement.

Skills

Desktop Support

Service Desk

IT Support

Customer Service

Microsoft 365

Tools

ServiceNow

Microsoft Teams

Zoom

Salesforce

Active Directory

Job description

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.

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 Join a team that’s making a real difference
At My Plan Manager, we’re passionate about helping Australians get the most out of their NDIS plans. My Plan Manager is a wholly owned subsidiary of Gallagher Bassett, one of the world’s leading claims and risk management organisations. As part of Gallagher Bassett, we’re proud to support participants, providers and communities through exceptional service, innovation and care.

We’re currently seeking a Desktop Support Analyst to join our Technology team based in Adelaide. This is an exciting opportunity for a customer-focused IT professional who enjoys solving technical problems, supporting people and working across a diverse technology environment in a collaborative, purpose-driven organisation.

How You’ll Make An Impact As a Desktop Support Analyst, you’ll play a key role in providing frontline IT support across My Plan Manager while partnering closely with the Gallagher Bassett Technology team to ensure a seamless technology experience for our employees.

• Provide desktop and end-user support to internal employees across multiple sites
• Manage incidents and service requests through ServiceNow, ensuring service levels are achieved
• Troubleshoot hardware, software, network and connectivity issues
• Support Microsoft 365, Exchange, Active Directory and endpoint technologies
• Assist with user account management, system access, onboarding and permissions administration
• Support collaboration and communication platforms including Microsoft Teams and Zoom
• Provide technical support to both office-based and remote employees
• Assist with hardware deployments, upgrades, replacements and asset management activities
• Work closely with technology teams, vendors and business stakeholders to resolve technical issues and improve user experience
• Monitor ticket queues, prioritise workload effectively and contribute to continuous service improvement initiatives

About You What we’re looking for

• Proven experience in a Desktop Support, Service Desk or IT Support role
• Strong customer service, communication and stakeholder engagement skills
• Experience supporting Microsoft 365, Microsoft Exchange and Active Directory environments
• Demonstrated experience troubleshooting desktop, laptop, mobile device and hardware issues
• Experience supporting end users across phone, email, remote and face-to-face channels
• Strong problem-solving skills with the ability to work independently and prioritise competing demands
• Exposure to IT service management practices and ticketing platforms such as ServiceNow
• Experience supporting video conferencing and collaboration tools including Microsoft Teams and Zoom
• Exposure to Salesforce administration, user support or troubleshooting activities
• A proactive, customer-focused mindset with a commitment to continuous improvement

Experience that translates well

• Desktop support, service desk or end-user computing environments
• Microsoft 365, Active Directory and endpoint management technologies
• Salesforce user support and administration activities
• IT service management and ticketing platforms such as ServiceNow
• Corporate technology environments supporting distributed workforces
• Citrix and virtual desktop environments
• Technology support roles within fast-paced service organisations

Why join My Plan Manager?

At My Plan Manager, we’re committed to creating an environment where our people can thrive.

• Hybrid working arrangements with flexibility to support work-life balance
• Access to modern technology and tools
• Opportunities to work across both My Plan Manager and Gallagher Bassett technology environments
• Ongoing learning, training and professional development opportunities
• Career progression pathways across Service Desk, Applications Support, Business Intelligence, Cyber Security, Infrastructure and broader Technology teams
• Reward and recognition programs
• Employee wellbeing initiatives
• Supportive leaders who invest in your growth and development
• Inclusive and collaborative culture built on innovation, teamwork and making a difference

Career growth opportunities

This role offers the opportunity to build experience across a broad range of technologies while developing skills in end-user support, business applications, infrastructure and technology operations. We actively encourage internal mobility and support employees in exploring future career pathways across both My Plan Manager and Gallagher Bassett.

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
• 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:

• 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.