Address- Join a progressive, high-performing national IT team
- Generous leave policies and flexible work arrangements
- Be located in our Brisbane office at 480 Queen ST
About us
HWL Ebsworth is not your typical law firm. Our rapid rise to become the largest legal partnership in Australia shows that in our case, the differences are real. We deliver exceptional legal service to our government and commercial clients in every State and Territory across Australia.
The opportunity
We are seeking an IT Local Support Officer to assist the IT Helpdesk in supporting our users nationally and meet the needs of our Brisbane office. This role requires someone who will work proactively in responding to IT incidents, service requests and follow up post incident to increase customer satisfaction and service levels. You'll assist end-users with a range of technical services and issues requiring strong troubleshooting skills to identify the root cause of the incident and prevent recurring issues. Experience providing customer centric support in a professional environment assisting stakeholders at all levels is required. To be successful you must possess excellent self-management skills, the ability to self-start and build strong relationships throughout the business departments.
To ensure that the team maintain the highest level of service and support for our business, the role will be required onsite with limited scope to work remotely.
Accountabilities will include:
- delivering superior customer service that focuses on solution driven outcomes for end-users both national and local;
- taking ownership of incidents, problems and requests presented to the Helpdesk, ensuring they are appropriately investigated and resolved in line within established SLA thresholds;
- providing support for key line of business applications such as iManage Work10, Webex, Microsoft Office and other platforms in the Microsoft Office 365 suite;
- troubleshooting hardware, software and network issues (WiFi, VPN, and local);
- developing user guides and knowledge documentation to support IT operations and user education;
- responding to and appropriately escalate system incidents and alerts;
- providing after-hours support (weekends) as part of a rotating scheduled roster;
- deliver training for staff (including induction) as required;
- setting up laptops and maintaining an inventory of hardware;
- managing user accounts including setup of new starters and departures; and
- proving hands on support for meeting room audio/visual setups and equipment.
To succeed in this role, you might have:
- minimum 3 years IT Support experience in a professional services environment;
- a bachelor's degree in computer science or related technology field;
- demonstrated level of maturity with time management, problem-solving, customer service skills;
- the ability to work well independently and collaboratively as part of a team to resolve complex issues;
- the ability to prioritise your workload, remain calm under pressure and interact with people on all levels; and
- show initiative and enthusiasm towards personal and professional development.
What we offer
- Unrivalled career pathways: Our unique meritocracy model proudly offers our staff career development, promoting talent based solely on merit.
- Work-Life Balance: We offer flexible work arrangements to support your work-life balance
- Culture: Be part of a firm renowned for its friendly and down-to-earth culture.
- Prestige: Join a firm consistently ranked at the forefront of the Australian legal market, where your work is recognised nationally.
How to apply
To apply, please submit your CV via the 'Apply' function. For any queries, please contact Violet Rush on *****@hwle.com.au for more info.
Applicants must have full working rights in Australia to apply. HWL Ebsworth also strongly encourages applications from the Aboriginal and/or Torres Strait Islander community.
