IT Support Analyst
Maddocks
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Benefits offered by this job
Job summary
Maddocks is seeking an experienced IT professional for our Melbourne office to join the helpdesk team and support a broad range of business applications and systems. You will resolve incidents, drive adoption of new technologies, and partner with stakeholders to improve processes and user experience.
You will work across Microsoft 365, AI-enabled tools and modern workplace technologies while supporting upgrades, change initiatives and knowledge management.
Qualifications
- Experience supporting and troubleshooting business applications, collaboration platforms and end-user technologies.
- Strong knowledge of Microsoft 365, including Teams, SharePoint, OneDrive and related applications.
- Experience working with Windows 11 and modern workplace technologies.
- Understanding of business processes and translating user requirements into practical technology solutions.
- Strong understanding of Microsoft Power Platform, including Power Automate and Power Apps for low-code automation.
- Exposure to AI-powered workplace tools and helping users adopt emerging technologies.
- Experience with ITSM platforms and ITIL frameworks.
- Strong analytical and problem-solving skills with the ability to diagnose complex issues.
- Excellent communication and stakeholder management across levels of the organisation.
Responsibilities
- Managing and resolving complex incidents, problems and service requests across a range of business applications and collaboration platforms.
- Providing technical expertise and escalation support to the Service Desk team.
- Building and maintaining knowledge of the firm''s applications, workflows and processes to deliver effective solutions.
- Supporting the implementation, enhancement and ongoing optimisation of business systems and technology initiatives.
- Driving adoption of Microsoft 365, AI-enabled tools and other business applications across the firm.
- Working with internal teams and vendors to identify opportunities to improve processes and automate tasks.
- Assisting with application upgrades, testing, and technology rollouts and change initiatives.
- Understanding end-to-end laptop and mobile device lifecycle for continuous improvement and seamless experiences.
- Contributing to knowledge management, documentation and continuous improvement initiatives.
- Coaching and mentoring team members to strengthen technical capability.
Skills
Tools
Job description
We are a modern Australian law firm with a leading reputation. We focus on exceptional service, operational excellence and being at the forefront of employee experience. We work closely with Australian and international businesses, organisations and governments.
We are a modern Australian law firm with a leading reputation. We focus on exceptional service, operational excellence and being at the forefront of employee experience. We work closely with Australian and international businesses, organisations and governments.
Based in our Melbourne office, you will play a key role in our helpdesk team in supporting and enhancing our technology capabilities. Working across a broad range of business applications and systems, you will provide technical expertise, resolve complex issues, and partner with stakeholders to improve the way technology supports our business processes. You will partner closely with teammates and end-users, helping to drive adoption of new technologies, AI and automation solutions, improve system effectiveness, and build capability across the wider IT team.
- Managing and resolving complex incidents, problems and service requests across a range of business applications and collaboration platforms.
- Providing technical expertise and escalation support to the Service Desk team.
- Building and maintaining strong knowledge of the firm's applications, workflows and business processes to deliver effective solutions.
- Supporting the implementation, enhancement and ongoing optimisation of business systems and technology initiatives.
- Driving the adoption and effective use of Microsoft 365, AI-enabled tools and other business applications across the firm.
- Working with internal teams and vendors identifying opportunities to improve processes, automate routine activities and enhance the user experience.
- Assisting with application upgrades, testing, technology rollouts and change initiatives.
- Developing and maintaining a strong understanding of the end-to-end laptop and mobile device lifecycle, including configuration and deployment to ensure continuous improvement and a seamless end-user experience.
- Contributing to knowledge management, documentation and continuous improvement initiatives.
- Coaching and mentoring team members to strengthen technical capability and confidence across the IT function.
This is a full-time position which requires you to be physically onsite. Office hours are from 8am to 6pm working on a rotational roster. In addition, there is an afterhours support service that the successful candidate would be expected to be a part of, on a rostered arrangement (which can be done remotely and which you will receive extra compensation for).
We are seeking an experienced IT professional who enjoys understanding how technology enables business outcomes and is passionate about delivering high-quality support within a professional services environment.
- Demonstrated experience supporting and troubleshooting business applications, collaboration platforms and end-user technologies.
- Strong knowledge of Microsoft 365, including Teams, SharePoint, OneDrive and related applications.
- Experience working with Windows 11 and modern workplace technologies.
- An understanding of business processes and the ability to translate user requirements into practical technology solutions.
- Strong understanding of Microsoft Power Platform, including Power Automate, Power Apps and related low-code automation tools, with the ability to identify opportunities to streamline business processes, improve operational efficiency and support the delivery of innovative technology solutions.
- Exposure to AI-powered workplace tools and a genuine interest in helping users adopt and maximise emerging technologies.
- Experience working with ITSM platforms and service management frameworks such as ITIL.
- Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
- Excellent communication and stakeholder management skills, with the ability to engage effectively with users at all levels of the organisation.
Beyond your technical capabilities, you will be proactive, customer-focused and committed to continuous improvement. You enjoy sharing knowledge, helping others succeed and taking ownership of outcomes. You are equally comfortable working independently and collaborating with colleagues to deliver practical, people-focused technology solutions that support the firm's success.
Maddocks Is Simply a Great Place To Do Great Work. We Foster a Culture Of Collaboration, Learning And Engagement Where You Will Experience
We have been named an employer of Choice for Gender Equality by the Workforce Gender Equality Agency (WGEA) every year since 2004 along with being named a Silver Employer at the Australian Workplace Equality Index's 2024 LGBTQ Inclusion Awards. We promote diversity internally through our Maddocks Gender Equality Network, Maddocks CALD, Maddocks Disability Inclusion and Maddocks Pride groups.
Learn and develop through structured learning and development programs at each stage of your career and study support programs.
give back to the communities in which we operate through our thriving pro bono and grants programs and staff volunteering initiatives.
work in a hybrid way with part of your week in the office and support to set up your home office.
access to up to 20 weeks paid parental leave, discounted gym memberships & health insurance, salary continuance insurance, Employee Assistance Program and parents and carers wellbeing programs.
Our people are our greatest advocates and we believe this is a result of our inclusive culture and focus on complex and interesting work.
To be eligible for this role you must be legally permitted to work in Australia. Please note that unsolicited applications from agencies will not be considered at this time.
As part of our commitment to protecting your privacy, your application information will only be retained for a period 24 months after the submission of your application. After this period, your Maddocks job seeker profile will remain active, however all application details will be permanently deleted from Big Red Sky. Should you wish to delete your job seeker profile, you can do so in your account settings (under the 'Change Login' menu option).
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