Service Desk Analyst

Position

IT Service Desk Analyst - 12 month maximum term contract with Herbert Smith Freehills Kramer, Sydney.

Responsibilities

• Provide high quality first level phone support to all staff, resolving customer requests via phone with a strong customer service approach.
• Handle first level support for customer emails and self service requests.
• Log all customer requests into the ServiceNow incident management system and escalates incidents that cannot be resolved on first contact to the appropriate second level team.
• Manage your own incident queue within ServiceNow to ensure all non closed requests are resolved quickly.
• Partner strongly with other IT groups and participate in project work such as roll outs, software upgrades and occasional UAT testing.
• Develop and implement process improvements and documentation for the IT Service Desk team.
• Train Junior Service Desk Analysts and create knowledge base articles.
• Act as a go to escalation point for support requiring elevated access.

Qualifications

• 3+ years of experience in enterprise IT Service Desk or End User Computing support; experience in a professional services firm is desirable.
• Strong communication skills and a collaborative, detail oriented team player attitude.
• Tertiary qualifications in Information Services or equivalent (desirable).
• Innovative mindset, curiosity about AI and emerging technologies.
• Demonstrated experience troubleshooting and supporting users in a Microsoft centric enterprise environment, including Windows 11, Microsoft 365, Intune, Entra ID (Azure AD), Citrix, and endpoint management.

What you can expect

• Access to a global team of over 6,000 professionals across 26 offices.
• Opportunities for on the job learning, structured training and mentorship to support personal and professional growth.
• Focus on wellbeing and a supportive culture that values mental health.

Employment details

Working pattern: Full time
Location: Sydney
Contract type: Maximum Term Contract (12 months)