Senior Support Desk Technician

Fusion Technology Solutions; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Herbert Smith Freehills Kramer: Your goals. Our ambition is recruiting for an IT Service Desk professional on a 12-month maximum-term contract in Australia.

You will provide quality first-level phone support to staff with a strong customer service approach, handle emails, and log requests in ServiceNow. You will manage your incident queue, escalate where needed, and partner with IT teams on projects, upgrades, and UAT testing.

Qualifications

• 3+ years in enterprise IT Service Desk or End User Computing support.
• Professional services firm experience desirable.
• Strong communication and attention to detail.
• Tertiary qualification desirable.
• Interest in AI and emerging technologies.
• Experience supporting a Microsoft-centric enterprise environment.

Responsibilities

• Provide first level phone support to staff with strong customer service.
• Handle first level email and self-service requests with a service-oriented approach.
• Log requests into ServiceNow and escalate unresolved incidents to second line.
• Manage own incident queue to resolve non-closed requests quickly.
• Collaborate with other IT groups and participate in projects and UAT.
• Write documentation and contribute to knowledge base articles.
• Train Junior Service Desk Analysts and act as escalation point for elevated access.

Skills

Strong communication

Team collaboration

AI and emerging tech mindset

Education

Tertiary qualifications in Information Services or equivalent

Tools

ServiceNow

Windows 11

Microsoft 365

Intune

Entra ID / Azure AD

Citrix

Job description

Herbert Smith Freehills Kramer: Your goals. Our ambition

The Opportunity

We have an exciting opportunity to join our IT Service Desk team on a 12-month maximum-term contract.

What you’ll do

Provide quality first level phone support to all staff, resolving customer requests via phone with a strong customer service approach.

Provide first level support in response to customer emails and self-service requests, with a fully customer service-oriented approach.

Log all customer requests into the ServiceNow incident management system, escalating any incidents that cannot be resolved on first contact to the appropriate second level team.

Manage your own incident queue within ServiceNow to ensure all non-closed requests are resolved as quickly as possible.

Partner strongly with other groups in IT.

Participate in project work such as rollouts, software upgrades, and occasional UAT testing.

Put forward suggestions for team improvement, including writing documentation on required processes or procedures.

Train Junior Service Desk Analysts and create knowledge base articles for the IT Service Desk team.

Act as a go-to escalation point for support requiring elevated access.

What you’ll bring

• 3+ years in enterprise IT Service Desk or End User Computing support, previous experience in a professional services firm is desirable.
• Strong communication skills
• A collaborative team player approach, with strong attention to detail
• Tertiary qualifications in Information Services or equivalent (desirable).
• An innovative mindset, curious about AI and emerging technologies.
• Demonstrated experience troubleshooting and supporting users across a Microsoft-centric enterprise environment, including Windows 11, Microsoft 365, Intune, Entra ID (Azure AD), Citrix, endpoint management, and legal or professional services applications.

What you can expect from us

We’re a world leading international law firm with a global team of over 6,000 professionals across 26 offices. As the market leader in Australia, we are committed to high performance, collaboration, diversity and digital innovation. We are client-centred, commercially driven, and renowned for our solution-focused expertise. We will align your growth with our ambitions.

• We make your personal and professional growth our business. And as part of the team, our ambition is yours too. Wherever you are in your career: grow and help the firm grow with you.
• We will provide opportunities to learn on the job as well as a mix of learning opportunities tailored to you. Daily experiences, supportive challenges, team collaboration, mentors, and structured learning opportunities help you to expand your knowledge and reach your goals.
• We value your wellbeing, both at home and work and we place a strong emphasis on mental health. If you need support, you’ll have it and we’ll empower you to harness your personal strengths, navigate uncertainty, embrace opportunities, and effectively manage things within your control.
• For more benefits on offer such as our holistic wellbeing fund or home office allowance please click here .
• Join us to be part of a human, bold and outstanding team at Australia’s market leading law firm.
  

We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.