Technology Service Experience Specialist

Technology Service Experience Specialist Technology Service Experience Specialist

Slater andGordon Lawyers are a leading personal injury and class actions law firmwhere every member of our team has a shared passion for our clients: we arepeople caring for people.

Ourcommitment to our people includes offering genuine work-life balance, with ahybrid work environment allowing them to split their time between home and theoffice. We recognise and reward high performance and have outstanding employeebenefits including a week of shutdown leave, paid parental leave, extra-longservice leave, together with various ongoing learning and professionaldevelopment opportunities.

What are we looking for?

The Technology Service Experience Specialist provides aseamless, reliable and positive experience for all our technology services for all users. This role combineshands-on end-user support with a focus on continuous improvement of the overall technology experience,helping the firm meet service expectations and drive user satisfaction.

The role is on a Full Time basis and will provide technicalexpertise across workplace technologies with the ability to provide solutions to problems in the domain. The positionrequires strong personal ownership and independent technical thought leadership and decision-makingto drive reliable, secure and efficient services.

Key Responsibilities

• Provide technical support to end users across a range of IT services including devices, telephony,
  audio visual, conferencing and applications
• Deliver a premium support experience for executive users
• Proactively identify underlying causes of service issues through trend analysis, drive problem
  management and embed fixes to prevent repeat incidents
• Identify patterns in repeat service requests, analyse underlying drivers and implement process,
  tooling or knowledge improvements to reduce demand on the team
• AI - Adopt contemporary AI tooling to enhance end user experience and drive more value for the
  business
• Process - have a focus on process improvement across the entire team. Have the ability to map
  current state process then design future state
• Continuous improvement - have a continuous focus on improvement process and technology across
  the division and into the wider team and organisation
• Take personal accountability for proposing and executing roster changes, ensuring service coverage
  and compliance with team policies
• Take ownership when handling escalations - de-escalate, clarify expectations and remain the single
  point of accountability until the issue is resolved
• Accurately log, update and close all incidents, requests and tasks in ServiceNow, ensuring tickets
  reflect real-time status and clear communication
• Act as a user advocate - identify pain points and opportunities to improve the technology experience
• Monitor and analyse service performance, incidents and trends to inform continuous improvement
  initiatives
• Take ownership when handling escalations - de-escalate, clarify expectations and remain the single
  point of accountability until the issue is resolved
• Ensure incidents and service requests are resolved in line with agreed service levels
• Contribute to the development and maintenance of knowledge articles, FAQs and support
  documentation
• Collaborate with Technology teams and vendors to elevate and resolve complex technical issues
• Participate in projects to enhance tools, processes and the overall digital workplace experience
• Provide white-glove support across hardware, software, mobile devices, conferencing tools and
  collaboration platforms
• Other duties as required
  

What next?

To beeligible for this position, you must be an Australian citizen, a permanentresident, or hold a valid visa with full and unrestricted working rights inAustralia. Proof of work rights will be required as part of the Slater andGordon application process.

Acknowledgement of Country Slater and Gordonacknowledges the TraditionalCustodians of country throughout Australia and their connections to land, seaand community. We pay our respect to their elders past and present and extendthat respect to all First Nations peoples today.

Diversity + Inclusion Slaterand Gordonis committed to creating an inclusive workplace that valuesdiversity and ensures equal opportunities for all. Slater and Gordon is anequal opportunity employer, and does not discriminate on the basis of race,national origin, gender, gender identity, sexual orientation, disability, age,or other legally protected attributes.We understandthat everyonehas different needs. If you require reasonable adjustments throughout therecruitment process, please let us know in your application.