IT Service Desk Analyst

Colin Biggers & Paisley; Sydney; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Discounted gym memberships across AU

Complimentary massages

Professional memberships

Job summary

Colin Biggers & Paisley in Sydney is seeking an experienced IT Helpdesk/Desktop Support professional to join the in-office Service Desk. You will provide 1st-3rd level support with SLA-managed response times in a fast-paced legal environment.

The role covers Windows 11 workstations, Office 365, Exchange, AD, Intune MDM, networking, printers, video conferencing, and after-hours rotation. You will collaborate with Partners and staff to deliver proactive, high-quality IT support.

Qualifications

• 4+ years' experience in a similar helpdesk/desktop support role within professional services or legal sector.
• Ability to work in the office and provide exceptional customer service.
• Knowledge of networking protocols and administration.

Responsibilities

• Provide 1st, 2nd & 3rd level IT support on-site in a fast-paced office environment.
• Deliver high standard face-to-face IT support, meeting SLA response targets.
• Collaborate within the Service Desk Team for proactive client outcomes.
• Configure and manage Windows 11 workstations, laptops, and Surface devices.

Skills

Customer service

Desktop support

Windows 11

Office 365

Active Directory

Exchange

Intune / MDM

Networking

Remote access tools

Troubleshooting

Education

IT-related qualifications

Tools

Intune

AD

Exchange Admin

Job description

About us:

At Colin Biggers & Paisley, we’re here to make a difference. We are a unique legal practice and we believe in what we do. This applies to the solutions we create for our clients, the contribution we make to our communities and the careers we build for our people.

We are lawyers of choice in the construction, property and insurance industries and maintain a strong presence in the areas of employment and safety, banking and finance, corporate and commercial and litigation and dispute resolution.

Our values of balance, respect, loyalty and integrity underpin everything we do. Our culture focuses on excellence without losing sight of work-life balance. We are committed to supporting the health, safety and wellbeing of our people.

We continually invest in our people, including learning and development opportunities and offer a formal mentoring program. We also offer other benefits such as health and fitness perks, rewards and recognition, complimentary massages and professional memberships.

We don’t just recognise our role as a corporate citizen, we put words into actions. The Colin Biggers & Paisley Foundation brings together our entire community offering and is comprised of three streams - pro bono legal services, volunteering and charitable contributions. To ensure maximum impact, the core strategy of our Foundation is to promote and protect the rights of women and children and Aboriginal and Torres Strait Islander peoples.

About the role:

• Provide 1st, 2nd & 3rd level IT technical support on the ground in the CBP office in a fast paced environment within the office environment.
• Consistently provide a high standard of face-to-face IT support in the office, ensuring that all helpdesk requests are responded to within agreed timeframes where SLA's can be met.
• Working within the collaborative Service Desk Team to provide proactive rather than reactive outcomes for our clients.
• Communicating effectively to all areas of the practice, this includes Partners, Senior Management and all other staff, including external clients.
• An ability to setup, build, deploy, maintain and support Windows 11 workstations, laptops and surfaces with associated hardware and software in the office.
• Active Directory Administration.
• Exchange Management administration involving the creation of distribution and security groups.
• Understanding of Group Policy management.
• Good understanding of Networking protocols and administration.
• Maintenance of printers and other peripheral equipment in the office.
• Support of non-computer related equipment and hardware such as telephony systems, video conferencing and audio-visual equipment.
• Ability to contribute and participate in projects and other tasks required.
• Adhere to all processes and procedures in the KIT department and the wider practice.
• Participate in after-hours rotation (approx. one week per month).

About you:

• 4+ years' experience in a similar helpdesk/desktop support role within legal or professional services with a national focus.
• Ability to work in the office and provide exceptional customer service.
• Relevant IT qualifications are desirable.
• Knowledge of networking protocols and administration.
• Experience supporting LANs, Wireless, PC operating systems, desktop software and video conferencing platforms.
• Good understanding of MDM platforms for Mobile device support, deployment and enrolment, such as Intune.
• High-level understanding of Windows 11 SOE.
• Advanced understanding in supporting Microsoft Office 365.
• Excellent understanding of remote access tools for support for use in and after hours support.
• Experience using a variety of PC software including the Microsoft Office Suite, Microsoft Exchange, Windows servers and desktops, anti-virus software; and surface device experience.
• Strong research and troubleshooting techniques.
• Excellent customer service focus providing a high level of service to our clients, Partners and Management.
• Exceptional communication and written skills which includes interpersonal.
• Ability to work autonomously and under pressure.
• Able to respond promptly and effectively to prioritise multiple queries.
• A professional, flexible, positive, friendly and team orientated approach to work.
• Align to the to the vision, values and culture at CBP.

Join the team:

Our culture focuses on excellence without losing sight of work-life balance. We work hard for our clients but we also make sure we put our people first. Whether it's taking advantage of our discounted gym memberships across Australia, joining one of our all-star sports teams or enjoying a complimentary massage, Colin Biggers & Paisley offers a suite of unique employee benefits.

Our people are given every opportunity for both career progression and personal growth. We continually invest in our people and support and encourage them as they grow within the practice.

Inclusion and Diversity is a priority for us. “Diversity” to us means diversity in gender, age, ethnicity, religion, sexual orientation and ability, and “inclusion” for us means inclusion for all. We are committed to fostering a truly diverse workforce that is inclusive of everyone. Our aim is to be recognised as a leading provider of inclusion and diversity in the legal profession.

We welcome applications from all backgrounds regardless of gender identity, age, sexual orientation, disability or ethnicity.

We look forward to receiving your application.