**Primary Duties and Responsibilities**
- Assist in the deployment and rollout of new hardware, operating systems, software, and network infrastructure across the firm.
- Keep users updated on the progress of their requests, from logging the ticket to resolving the issue.
- Maintain and manage the helpdesk system, ensuring all calls are logged accurately and followed up within reasonable timeframes
- Use remote desktop and administration tools to diagnose and resolve issues across both on-site and off-site locations
- Provide IT support for internal and external events by setting up equipment and providing onsite assistance during presentations and training sessions.
- Manage and track loan equipment and maintain accurate IT asset records.
- Support users with access and permissions, including managing accounts
- Provide guidance and training to staff on how to use systems and software effectively, improving their confidence and reducing support requests.
- Maintain positive relationship with staff across all departments, offering helpful and proactive support; and
- Maintain cyber security at all times. Cultivate an awareness of information security risks, stay informed of latest cyber threats, instil best cybersecurity practises and take practical steps to protect the firm and client from cyberattacks.
**Skills/Knowledge**
- Strong attention to detail, with a focus on delivering work that is accurate and of a consistently high standard;
- Confident telephone manner and clear communication style when speaking with staff and resolving issues;
- Strong interpersonal skills, with the ability to build rapport and explain technical concepts in a way that is easy to understand;
- Good written communication skills for documenting processes, logging support requests and following up with users; and
- Well organised, with the ability to manage competing tasks and keep things on track in a fast-paced environment.
**Experience**
- At least one year's experience in a similar IT support, service desk or helpdesk role;
- A formal qualification such as a Diploma or Advanced Diploma in Information Technology (or a related field) is preferred;
- In the absence of formal qualifications, at least three years of relevant work experience;
- Previous experience working in a client-facing or professional services environment will be highlight regarded;
- Practical experience with the following systems and technologies:
- Windows 10 and Microsoft Office (2016 or later);
- Active Directory for user access and account management;
- Basic Networking, including connectivity troubleshooting;
- Call logging or IT ticketing platforms;
- Providing phone based and remote desktop support.
**Further Information**
**Our Firm and Culture**
Russell Kennedy is a commercial law firm with more than 340 people in Melbourne and Sydney. We are committed to providing exceptional legal strategies and solutions to our clients, guided by market-leading expertise across our key sectors of focus.
As part of our team, you'll receive hands-on experience, quality mentoring and access to valuable learning opportunities. We encourage a professional and committed work ethic, while recognising the importance of an enjoyable working environment and balanced lifestyle. We believe we have a culture where individuals of all backgrounds and abilities feel included and confident in bringing their whole selves to work, and where your talents are fostered, empowering you to contribute to the success of the firm.
Russell Kennedy is proud to be an equal opportunity employer and is certified as a WGEA Employer of Choice for Gender Equality, as well as being certified as a gold employer in the Australian Workplace Equality Index for employers with 500 or less employees. We respect and celebrate the things that make each of us different. The firm supports and promotes a range of initiatives to create an environment that is characterised by equal access and respected participation of all groups and individuals. There is a particular focus and emphasis on gender equality, inclusion of First Nations peoples, accessibility for people with disability, LGBTIQ+ inclusion, and cultural diversity. Russell Kennedy is recognised by Australian Disability Network as a Disability Confident Recruiter employer.
Russell Kennedy Lawyers acknowledges the Traditional Custodians of the lands on which we meet and work. Our offices are situated on the unceded lands of the Wurundjeri and Gadigal peoples. We pay our respects to their Elders, past and present, to their emerging leaders and to the resilience, creativity and vitality of their cultures including their laws and systems of governance.