Service Desk Analyst

Herbert Smith Freehills Kramer; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Herbert Smith Freehills Kramer is seeking an IT Service Desk professional to join on a 12-month maximum-term contract in Sydney. You will be the first point of contact for IT support, delivering high-quality, customer-focused service to a global law firm with 6,000+ staff.

Key responsibilities include handling phone and email requests, logging in ServiceNow, and escalating when necessary. You will train junior staff and contribute to documentation and knowledge sharing.

Qualifications

• 3+ years in enterprise IT Service Desk or End User Computing support.
• Desirable: experience in a professional services firm.
• Collaborative team player with strong attention to detail.
• Innovative mindset with interest in AI and emerging technologies.
• Experience troubleshooting in a Microsoft-centric enterprise environment.

Responsibilities

• Provide quality first level phone support to staff, resolving requests via phone with a strong customer service approach.
• Provide first level support via email and self-service requests with a service-oriented approach.
• Log requests into ServiceNow and escalate to second level when needed.
• Manage your own incident queue in ServiceNow to resolve non-closed requests quickly.
• Partner with other IT groups and participate in project work (rollouts, upgrades, UAT).
• Create knowledge base articles and training for Junior Service Desk Analysts.

Skills

Phone support

Customer service

Incident management

Team collaboration

Attention to detail

Troubleshooting

Education

Bachelor’s degree or equivalent in Information Technology

Tools

ServiceNow

Windows 11

Microsoft 365

Intune

Azure AD (Entra ID)

Citrix

Endpoint management

Job description

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

In this role, you will be the first point of contact for all IT support needs across the firm, delivering a high-quality, customer-focused experience to our people. As a leading global law firm with over 6,000 people, we are in the world's largest markets, key financial centres and major growth hubs. If you are passionate about technology and delivering exceptional service, we would love to hear from you.

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.
• 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.