About The Company
Lander & Rogers is a leading independent law firm, with offices in Melbourne, Sydney, Brisbane, Canberra and 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
Reporting to the Service Delivery Manager, you will serve as the primary on‐site contact point in Sydney for end‐users, ensuring service excellence through on‐site AV and technical support, troubleshooting, and active contribution to the operation and enhancement of IT services, all while maintaining compliance with IT policies and procedures.
The Service Desk operates 8am‐6pm Monday‐Friday and its team members work on a rotating 8‐hour day shift. The Service Desk also provides after‐hours support, weekday evenings (6pm‐9pm) and weekends (9am‐5pm) which team members also work on an on‐call basis via rotating shifts.
Responsibilities
* Deliver high-quality on‐site customer service, including meeting room setups and hands‐on technical assistance.
* Provide 1st and 2nd level national technical support via phone, email, and in‐person channels.
* Troubleshoot hardware, software, and network issues; elevate complex problems to the relevant IT teams when necessary.
* Support enterprise and legal‐specific applications (e.g., O365, Email Gateway, Practice Management System, Document Management System).
* Maintain accurate service desk records, including incident logs, asset tracking, and knowledge base entries.
* Manage on‐site IT asset inventory, including regular stocktakes and reporting.Provision and de‐provision user access for onboarding, off‐boarding, and staff role changes.
* Manage ad‐hoc maintenance, hardware, or software activities requiring on‐site presence.
* Communicate effectively with users, team members, and stakeholders to provide timely updates and resolutions within the SLA period.
* Contribute to process improvement by identifying recurring issues and suggesting enhancements.
* Ensure adherence to IT policies, procedures, and best practices.
* Collaborate effectively with the team and assist with IT project tasks and implementation.
* Any other general duties advised by the Service Delivery Manager.
About You
* Bachelor's degree in Information Technology, Computer Science or related field.
* Proficient in supporting enterprise applications such as Active Directory, O365, Exchange, Teams, and other standard Microsoft Office suite applications.
* Sound knowledge and understanding of Practice Management and Document Management systems.
* ITIL certified (desirable).
* Minimum of 2 years' experience in a similar role in a legal environment.
* Aderant, iManage Work and O365 experience is highly desirable.
* Exceptional customer‐service skills with a focus on delivering a positive user experience.
* Demonstrate adaptability to navigate and succeed in a dynamic work environment.
* Strong analytical mindset to systematically and efficiently resolve technical issues.
* Communicate and collaborate effectively with stakeholders to ensure that requests are actioned with timely updates.
* Prioritise a client‐centric mindset, ensuring that all interactions are conducted with empathy and a commitment to user satisfaction.
* Showcase expertise in supporting a diverse range of enterprise and legal applications.
* Exhibit effective task and time‐management skills, prioritising responsibilities based on urgency and impact to ensure excellent service delivery. A sharp eye for detail.
* Displays initiative and decision‐making skills where appropriate.
* Ability to quickly learn different types of technologies.
* Ability to work independently without constant supervision.
Culture
People choose Lander & Rogers for our down‐to‐earth, collaborative and supportive culture. We invest in our people and empower them to bring their best selves to work, both personally and professionally. We promote a diverse and inclusive environment with a strong focus on wellbeing, leadership and development.
Benefits
Lander & Rogers offers a range of benefits to encourage professional development and ongoing learning, connection with colleagues, staying healthy and community involvement.
We value our people and understand the importance of maintaining a healthy, balanced and fulfilled lifestyle; some of our benefits include:
* Additional leave: an annual wellness day and, if you meet the qualifying criteria, up to five additional days of annual leave.
* Home office, fitness & wellness allowance: an annual $250 allowance to support your home office or health and wellbeing.
* Tech discounts: corporate discounts on DELL computer products.
Lander & Rogers is an equal‐opportunity employer that embraces diversity and inclusion. We conduct background checks including criminal record checks on all successful candidates as a condition of employment.
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