Service Desk Analyst

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

Benefits offered by this job

Holistic wellbeing fund

Home office allowance

Job summary

Herbert Smith Freehills Kramer, a world-leading global law firm, invites an IT Service Desk professional to join our team in Sydney on a 12-month maximum-term contract. You will be the first point of contact for IT support across the firm, delivering a high-quality, customer-focused experience to our people.

With 3+ years of enterprise IT service desk experience, strong communication skills, and a collaborative mindset, you will log incidents in ServiceNow, manage queues, and work with

Qualifications

• 3+ years in enterprise IT Service Desk or End User Computing support.
• Desirable experience in a professional services firm.
• Strong communication and collaboration skills.
• Tertiary qualification in Information Services or equivalent (desirable).
• Innovative mindset, curious about AI and emerging technologies.
• Experience troubleshooting in a Microsoft-centric enterprise environment (Windows 11, Microsoft 365, Intune, Entra ID, Citrix).

Responsibilities

• Provide first level phone support and resolve customer requests with a strong service orientation.
• Handle first level email and self-service requests with a customer-focused approach.
• Log incidents in ServiceNow and escalate when needed.
• Manage your incident queue to resolve requests quickly.
• Collaborate with IT teams and participate in project work (rollouts, upgrades, UAT).
• Contribute to documentation and knowledge base articles.
• Train Junior Service Desk Analysts and act as escalation point for elevated access requests.

Skills

3+ years experience

Strong communication

Team player

Information Services degree

AI mindset

Microsoft 365 / Windows 11

ServiceNow

Citrix / Entra ID

Education

Tertiary qualification in Information Services

Tools

ServiceNow

Microsoft 365

Intune

Entra ID (Azure AD)

Citrix

Endpoint management

Job description

Herbert Smith Freehills Kramer is a world-leading global law firm, where our ambition is to help you achieve your goals.

Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why so many are longstanding. We enjoy breaking new ground, as we have for over 170 years.

As a fully integrated transatlantic and transpacific firm, we are where you need us to be. Our footprint is extensive and committed across the world’s largest markets, key financial centres and major growth hubs.

At our best tackling complexity and navigating change, we work alongside you on demanding litigation, exacting regulatory work and complex public and private market transactions. We are recognised as leading in these areas.

We are immersed in the sectors and challenges that impact you. We are recognised as standing apart in energy, infrastructure and resources. And we're focused on areas of growth that affect every business across the world.

All of this is achieved by supporting the growth of our people, who help us deliver on our ambition - which is to help you achieve yours.

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.

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.

• 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.

Team

Information Technology

Working Pattern

Full time

Location

Sydney

Contract type

Maximum Term Contract

Diversity & Inclusion

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.