Service Desk Technician – Hall & Wilcox
We have an opportunity for a Service Desk Technician to join our Technology team, based in our Brisbane office.
About the Role and Team
As an experienced Service Desk Technician, you will provide systems support nationally and desktop support for the Brisbane Office. You will act as the first point of contact to efficiently investigate, resolve, and provide a high level of customer service for a variety of technology‑related service requests. The role requires being in the office full‑time (5 days per week). This position is part of our national Technology team of approximately 29 members, structured across engineering and development, application support, information security, and service desk.
Responsibilities
- Respond to user inquiries by following service‑desk procedures.
- Provide support across a range of hardware and software, at Level 1 and Level 2.
- Ensure all user requests are logged in the service‑desk system.
- Escalate more complex queries.
- Coordinate the timely provision of service‑desk support services.
- Communicate to users the progress of their inquiries from receipt to closure.
- Advise users about service‑desk and operational support facilities and procedures.
- Identify and advise the Service Delivery Manager/IT Manager of recurrent user inquiries.
- Update and maintain the call‑log to ensure accurate recording of all calls received.
- Attend court to securely download subpoenaed (and similar) documents produced by court.
- Ensure all portal storage devices are barcoded, scanned for malware, and registered in line with the firm’s portable storage device process.
- Ensure data contained on portable storage devices is securely downloaded and deleted in line with the firm’s portable storage device process.
- Provide backup to other Service Desk Technicians and the broader Technology team as required.
About You
We are keen to hear from candidates with the following skills and experience:
- At least 2 years of experience as a Service Desk Technician or in a similar role within a professional services environment.
- Tertiary qualification in Information Technology or a related discipline.
- Strong organisational skills.
- Robust attention to detail.
- Excellent customer‑service skills.
- Excellent verbal and written communication skills.
- Self‑motivated, decisive, with the ability to adapt to change and competing demands.
- Ability to work well independently as well as productively within a team.
About Us
Hall & Wilcox is a leading independent Australian law firm delivering outstanding legal services to corporate, public sector, and private clients, both Australian‑based and those offshore doing business in Australia. Our purpose is to enable our clients, our people, and our communities to thrive.
We offer our people interesting and challenging work, access to great clients, and a culture that is warm, welcoming, progressive, inclusive, and supportive.
Benefits
- Reward and recognition, including competitive remuneration and career progression.
- Learning and career development programs for all roles and levels.
- Flexible leave options and up to 26 weeks paid parental leave.
- Free daily breakfast, office drinks, and social events.
- Genuine commitment to health and wellbeing, pro bono and community, and diversity and inclusion across our firm.
Seniority Level
- Entry level
Employment Type
- Full‑time
Job Function
- Information Technology
Industries
- Law Practice
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Apply now
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Hall & Wilcox is committed to creating and maintaining a workplace that actively seeks to include, welcome, and value unique contributions of all people. We encourage applications from candidates of all cultural backgrounds (including First Nations), age, abilities, sexual orientation, and gender identities.
We are also committed to supporting candidates with disability so that every candidate is offered a fair, equitable, and supportive recruitment experience. If you require any adjustments or support to complete your application, or if you have any questions, please contact Kim Chalmers, Senior Talent Acquisition Advisor, at for a confidential discussion.
This vacancy is being managed directly by the HW Talent Acquisition / People & Culture team. We will contact our preferred agency partners should we require any assistance.
Hall & Wilcox offers AI‑powered advice on this job and related exclusive features.
Learn more about what Hall & Wilcox can offer you: HWbenefits
Hear from our people about what it’s like to work at Hall & Wilcox: HWpeople
Some of our recent awards and citations include:
- Best Australian Law Firm (>$200m revenue) at the 2025 Client Choice Awards.
- Ranked fourth in the Lawyers Weekly Top 25 Attraction Firms for 2023 and 2024.
- Law Firm of the Year at the 2023 Lawyers Weekly Australian Law Awards.
- Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality (EOCGE) citation holder since 2018.
Hall & Wilcox offers an inclusive and supportive workplace, underpinned by our enduring values – known as Hallmarks. We are renowned for our Smarter Law approach, which includes enabling technology, challenging business models, innovative pricing, and creative resourcing.
We are a firm of the future. To learn more about Hall & Wilcox, please visit our website.
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