Service Desk Technician

• Permanent full time role
• $1,000 on call allowance
• Flexible leave options and up to 26 weeks paid parental leave
• Free daily breakfast, office drinks and social events
• Genuine commitment to diversity and inclusion across the firm

More information about our HW benefits can be viewed here: bit.ly/HWbenefits

About the role and team

We have an opportunity for a Service Desk Technician to join our Information Technology team, to be based in our Newcastle office.

As an experienced Service Desk Technician, you will provide systems support nationally and desktop support for the Newcastle Office.  You will also be responsible for coordinating IT for all people moves within the Newcastle office.

This role forms part of our national Information Technology (IT) team. The IT team at Hall & Wilcox has approximately 17 team members nationally structured across infrastructure, development, application support, information security and Service Desk.

This is a hybrid role with office attendance required a minimum three days per week.

Key responsibilities

You will be responsible for:

• responding to user inquiries by following Service Desk procedures;
• provision of support across a range of hardware and software, at level 1 and level 2;
• ensuring all user requests are logged in the Service Desk system;
• communication to users as to the progress of their inquiries from receipt to closure of the call;
• advising users about Service Desk and operational support facilities and procedures;
• ensuring laptops for Newcastle new starters are properly imaged and tested;
• ensuring user accounts for Newcastle new starters are properly created and profiled on their laptops;
• identifying and advising the Service Delivery Manager of recurrent user inquiries; and
• involvement in IT projects.

Skills and experience

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;
• strong 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; and
• ability to work well independently as well as productively within a team.

About us

Hall & Wilcox is a leading independent Australian law firm.  We are a firm of over 1000 people, including around 130 partners, 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.

Some of our recent awards and citations include:

• Law Firm of the Year at the 2022 and 2023 Lawyers Weekly Australian Law Awards
• Law Firm of the Year (101-500 Lawyers) and Diversity Initiative of the Year at the 2022 Australasian Law Awards
• Ranked fourth in the Lawyers Weekly Top 25 Attraction Firms for 2023 and 2024
• Employer of Choice Gender Equality citation from the Workplace Gender Equality Agency (WGEA) for 2021, 2022 and 2023
• Best Law and Related Services Firm ($100m-$200m revenue) and Best Professional Services Firm ($100m-$200m revenue) at the 2023 Client Choice Awards

Our culture

We are known for having a great culture that is warm and welcoming, progressive, inclusive and supportive, and that is underpinned by our enduring values - known as Hallmarks.

We are also renowned for Smarter Law, which means we look beyond the status quo to think differently and find solutions that are better and faster. 

At Hall & Wilcox, we promote 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 Aboriginal and Torres Strait Islander candidates.

For more information about Hall & Wilcox please visit our website.

How to apply

Please click apply to submit an application.

We are committed to being inclusive, and to supporting candidates with disability so that every candidate is offered a fair, equitable and supportive recruitment experience. If you require any support to complete your application, have any questions or would like to have a confidential discussion, please contact Lauren Parrant, Senior People & Culture Advisor on **************@hallandwilcox.com.au 

This vacancy is being managed directly by the Hall & Wilcox Talent Acquisition / People & Culture team. We will contact our preferred agency partners should we require any assistance.

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