IT Helpdesk Specialist – End-User Support & Training

HWLE Lawyers; Sydney; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Career development opportunities

Central Sydney CBD office location

Firm culture and social activities

Job summary

HWLE Lawyers is seeking an IT Support Officer to join our Helpdesk and provide proactive support to users across Australia, including the Sydney office.

You will resolve incidents, manage requests, and contribute to knowledge documentation while delivering high levels of customer service and maintaining SLA adherence.

Qualifications

• 3 years IT support experience in professional services or similar environments preferred.
• Strong troubleshooting and issue resolution skills.
• Excellent customer service and communication abilities.

Responsibilities

• Respond to IT incidents and service requests in a timely manner.
• Provide end-user support for key applications (iManage, Teams, Office 365).
• Troubleshoot hardware, software and network issues (WiFi, VPN).
• Develop user guides and knowledge documentation.
• Assist with after-hours support as required.
• Assist with setup of laptops and meeting room AV equipment.

Skills

Customer service

Troubleshooting

Time management

Independence & teamwork

ITIL awareness

Tools

iManage

Teams

Microsoft Office 365

Job description

About us
HWLE 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 first class legal advice to our government and commercial clients in every state and territory across Australia. Firm wide, we have over 270 Partners and 1900 people.

The opportunity
We are seeking an IT Support Officer to assist the IT Helpdesk in supporting our users nationally and meet the needs of our Sydney 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.

You'll be busy with
• 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, Teams, 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 as part of a rotating scheduled roster
• deliver training for staff as required
• setting up laptops and maintaining an inventory of hardware
• managing user accounts including setup of new starters and departures; and
• providing hands on support for meeting room audio/visual setups and equipment

To succeed in this role, ideally you'll have
• minimum 3 years IT support experience in a professional services environment desired but open to all customer services backgrounds
• demonstrated level of maturity with time management, problem-solving, and have great 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
• ITIL awareness or certification

What we offer
• Unrivalled career pathways: Our 180 day career forecasting sessions provide the platform to fast-track your progression.
• Location: Our cutting-edge office is conveniently located in the heart of the Sydney CBD amidst a fast-pace, high-networking legal community. Enjoy working in a state-of-the-art office environment with access to modern end of trip facilities.
• Great culture and a huge networking platform: Be part of a firm renowned for its friendly and down-to-earth culture. We also have sports clubs, social club and monthly firmwide drinks.
• Impact: 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. Applicants must have full working rights in Australia and a valid practising certificate to apply. HWLE also strongly encourages applications from the Aboriginal and/or Torres Strait Islander community.
HWLE strives to create an inclusive environment where our people want and feel comfortable to bring their entire selves to work. Varied perspectives contribute to our collective success so whatever your background, we'd love to hear from you and encourage you to apply. If you have reasonable accessibility requirements that will enable you to participate equitably in our recruitment process, please reach out to Steve Lalic for a confidential discussion.