This is a Service Desk Analyst role with Mills Oakley based in Brisbane, QLD, AU Mills Oakley Role Seniority - junior More about the Service Desk Analyst role at Mills Oakley We are seeking a Service Desk Analyst with a minimum of 2 years' experience to be based in Brisbane and form part of our national IT team. 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 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. 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 Brisbane office. 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 setup 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 2 years’ 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; and A logical thinker with an eye for problem-solving. What We Offer We take a collaborative approach to your learning & development, giving you the personal attention and unique opportunities required to help you realise your full potential. We are committed to your health and well-being and offer a multitude of employee benefits including: Dress for your day; Discounted health insurance; Employee Assistance Program; Discounts to gyms and studios across Australia; Competitive referral bonus; and Other amazing perks! Apply All applications must include a CV and Cover Letter addressed to the Talent Acquisition team and submitted online via our Careers page. Requirements Apply Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Mills Oakley team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Providing IT support Managing incidents and service tickets Meeting room support Key Strengths IT support experience ️ Windows and Microsoft 365 knowledge ️ Communication skills Problem-solving skills ⏳ Time management Technical troubleshooting A Final Note: This is a role with Mills Oakley not with Hatch.