We are seeking a Service Desk Analyst with level 1 and 2 experience to join our Sydney office on a full-time basis.
About Us
Mills Oakley is a leading national law firm with a proud history spanning over 160 years. In that time, we've grown into a Top 6 Australian law firm by size while remaining true to our shared vision of exceptional client service with a friendly and collaborative ethos. Mutual trust and respect are at the heart of everything we do.
The Role
The IT Service Desk Analyst reports to the Service Desk Manager. The IT Service Centre is a national team, and we are looking for a new team member to join our ranks in the Sydney office.
The IT Service Desk Analyst is responsible for the provision of timely and proficient IT support to the firm's Partners and employees.
In this role, you will be required to ensure that superior customer service and technical support is provided to all Partners and employees. This involves excellent communication and strong IT service management to ensure that all IT issues are resolved efficiently and effectively.
Your Day
The law firm technology stack includes computer systems, with an emphasis on legal technology including document management and practice management systems, Windows 10 and 11, Office 365, audio visual conferencing, Apple devices and communications networks.
Duties will include, but are not limited to:
* Provide level 1 and 2 support via phone, email, and online tools, assisting Partners and employees with any problems and queries regarding the use of IT services and equipment;
* Effective management and documentation of incidents and service tickets following ITIL best practices in accordance with Mills Oakley service management SLAs;
* Participating in problem management initiatives, technical troubleshooting, and problem resolution;
* Various technology tasks: upgrades, rollouts, documentation, floor walking, office moves, etc;
* Meeting room support; audio visual and video conferencing set up and assistance; and
* Hardware support and asset management.
Your Clients
Your key clients will be internal Partners and employees of Mills Oakley, where you'll be helping with any problems and queries regarding the use of IT hardware, software and other equipment.
Who We Are Looking For
* A minimum of 1 year of experience in a similar IT support/helpdesk role or MSP environment;
* A qualification in IT, Computer Science, or a related field;
* Good knowledge of Windows 10 and 11, and Microsoft 365, with a keen interest in developing your skills further;
* Comfortable working independently and eager to take initiative, especially in a dynamic, fast-paced environment;
* Able to juggle multiple tasks and stay calm under pressure;
* A natural communicator who enjoys helping others and providing friendly, professional support;
* A logical thinker with an eye for problem-solving.
What We Offer
* Dress for your day;
* Discounted health insurance;
* Employee Assistance Program;
* Discounts to gyms and studios across Australia;
* Study and exam leave;
* Competitive referral bonus; and
* Other amazing perks!
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