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About The Company
Lander & Rogers is a leading independent law firm, with offices in Melbourne, Sydney and Brisbane and a global reach. Our focus is on innovating the client experience and leading change in legal service delivery. We are also committed to supporting our communities through our pro bono work.
About The Role
This is a full-time, permanent position in our Melbourne team as a Service Desk Analyst. Reporting to the Service Delivery Manager, you will serve as the primary on-site contact for end-users, providing AV and technical support, troubleshooting, and contributing to IT service operations while ensuring compliance with policies and procedures.
The Service Desk operates from 8am to 6pm, Monday to Friday, with team members working on rotating 8-hour shifts. It also provides after-hours support, including weekday evenings (6pm - 9pm) and weekends (9am - 5pm), on a rotating on-call basis.
Responsibilities
Deliver high-quality on-site customer service, including meeting room setups and technical assistance.
Provide 1st and 2nd level technical support via phone, email, and in person.
Troubleshoot hardware, software, and network issues; escalate complex problems as needed.
Support enterprise and legal-specific applications (e.g., O365, Email Gateway, Practice Management System, Document Management System).
Maintain accurate records, incident logs, asset tracking, and knowledge base entries.
Manage on-site IT asset inventory, including stocktakes and reporting.
Provision and deprovision user access for onboarding, offboarding, and role changes.
Handle ad hoc maintenance, hardware, or software activities on-site.
Communicate effectively with users and stakeholders, providing timely updates within SLAs.
Identify recurring issues and suggest process improvements.
Ensure adherence to IT policies and best practices.
Collaborate with the team on IT projects and support tasks.
Perform other duties as assigned by the Service Delivery Manager.
About You
Bachelor's degree in IT, Computer Science, or related field.
Proficiency in supporting enterprise applications such as Active Directory, O365, Exchange, Teams, and Microsoft Office.
Knowledge of Practice Management and Document Management systems.
ITIL certification (desirable).
At least 2 years' experience in a similar legal environment role.
Experience with Aderant, iManage Work, and O365 is highly desirable.
Excellent customer service skills and a positive user-focused attitude.
Adaptability to a dynamic work environment.
Strong analytical and problem-solving skills.
Effective communication and collaboration skills.
Client-centric approach with empathy and commitment to user satisfaction.
Ability to support a range of enterprise and legal applications.
Good task and time management, with attention to detail.
Initiative and sound decision-making skills.
Quick learner of new technologies.
Ability to work independently without constant supervision.
Culture & Benefits
We foster a down-to-earth, collaborative, and supportive culture, investing in our people and promoting diversity, inclusion, wellbeing, leadership, and development. Benefits include additional leave, home office allowance, and tech discounts.
How To Apply
Click APPLY and visit www.landers.com.au for more information. Lander & Rogers is an equal opportunity employer and conducts background checks on all successful candidates.
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