IT Support Analyst

About us

We are a modern Australian law firm with a leading reputation. We focus on exceptional service, operational excellence and being at the forefront of employee experience. We work closely with Australian and international businesses, organisations and governments.

About the role

Based in our Melbourne office, you will be the first point of contact for all IT related requests. In this varied role you will be responsible for responding to IT issues and requests, acting as an escalation point for more complex issues, and providing staff with progress and updates.

This is a full-time position which requires you to be physically onsite. Office hours are from 8am to 6pm working on a rotational roster. In addition, there is an after hours support service that the successful candidate would be expected to be a part of, on a rostered arrangement (which can be done remotely and which you will receive extra compensation for).

Responsibilities

• Logging and tracking all service desk requests and incidents;
• Maintaining the service desk function and meeting the varied demands of work;
• Technology rollouts, set up and tracking of staff laptops, smartphones, and peripherals;
• Providing advanced technical and operational support and maintenance.

Qualifications

• A minimum of 12 months experience working in a similar role;
• A comprehensive knowledge of Windows 10 and Office 365;
• Exposure to Windows 11 would be beneficial;
• An understanding of computer hardware, MS Teams, ITIL and other technologies;
• Experience with an ITSM (Information Technology Service Management) tool is favourable.

Technical and Soft Skills

You will also actively take the next step to go above and beyond in all aspects of this role. You will be passionate about the delivery of exceptional client service, have excellent communication, and innovative problem solving skills. You will be able to understand and resolve issues, have outstanding time management and organisational skills, and be comfortable working with minimal supervision and receiving virtual support from your team.

Culture and Benefits

• We have a diverse and inclusive workplace and have been named an employer of choice for gender equality and have received LGBTQ Inclusion Awards;
• Career development through structured learning and development programs and study support;
• Community involvement via pro bono and grant programs and staff volunteering initiatives;
• Work flexibly in a hybrid way with part of your week in the office and support to set up a home office;
• Wellbeing and benefits including up to 20 weeks paid parental leave, discounted gym memberships and health insurance, salary continuance insurance, Employee Assistance Program and parents and carers wellbeing programs.

To be eligible for this role you must be legally permitted to work in Australia. Please note that unsolicited applications from agencies will not be considered at this time.