AddressThe Role
A permanent opportunity is available with Australia's well respected and largest law firm in their Sydnet office. They are looking for an IT Service Desk Analyst - L2 with a customer centric approach to join a dynamic team. Strong communication skills is a must as this role serves as the primary conduit for all technology-related queries and requests, including the identification of recurring support incidents, aiding in problem resolution, and escalating to other technology teams as necessary.
This position functions within a rotating 8-hour shift roster, aligning with the current office hours of 7.30am to 6.00pm on weekdays and non-national public holidays.
Key Responsibilities:
- Manage the desktop support queue via ServiceNow, ensuring timely issue resolution.
- Troubleshoot and resolve hardware and software issues for desktops, laptops, and peripherals.
- Provide AV support for Client Services Floors and meetings.
- Ensure compliance with SLAs.
- Escalate complex issues to appropriate support groups with comprehensive details.
- Maintain clear communication with the business on technology updates.
- Log all support activities and resolutions in ServiceNow.
- Own support tickets from initiation to resolution, ensuring user satisfaction.
- Collaborate with other support teams to enhance AV solutions.
- Share technical expertise with staff and colleagues.
- Identify and recommend solutions for recurring issues.
- Articulate and enforce technology policies and procedures.
- Participate in technology services team meetings.
- Engage in projects to improve technology services.
- Embrace job rotation opportunities to broaden skills.
- Provide on-site and remote support as required, minimizing disruption to operations.
About You
- Extensive experience in a Level 2 Desktop role.
- Knowledge of Microsoft Office 365 and applications such as Word, Excel, and PowerPoint.
- Experience in a Windows 10 environment.
- Hardware maintenance and upgrade experience (e.g., diagnosing faults, installing RAM).
- Understanding of telecommunications (VoIP and mobile).
- Knowledge of helpdesk call logging software (e.g., ServiceNow or Remedy).
- Familiarity with Windows, Apple iOS, and Android technologies, and ability to work in environments that include PC desktops, printers, laptops, mobile devices, tablets, apps, and peripherals.
- Basic experience in setting up home/small network environments and associated technologies, including switches, routers, and wireless access points.
- Exceptional client service skills and the ability to engage with people at all levels.
- Strong analytical and problem-solving skills.
- Strong verbal and written communication skills, including the ability to explain technical information in non-technical terms.
- Ability to consult and contribute ideas within a team environment.
- Ability to work calmly under pressure.
- Ideally PR/Citizen
- Sponsorship is unavailable, but we welcome visas that do not need sponsorship
Apply Now! We are actively reviewing CV's as they come in.
