Service Desk Analyst

Herbert Smith Freehills LLP; Sydney; Vor Ort; AUD 70.000 - 90.000; Vollzeit

Benefits dieser Stelle

Holistic wellbeing fund

Home office allowance

Zusammenfassung

Herbert Smith Freehills Kramer in Sydney is seeking a Service Desk Analyst to join a busy IT team. You will provide first-line IT support to staff across multiple sites, resolve incidents and service requests within SLAs, and assist with hardware and software deployments.

This role features a 12-month maximum-term contract and a focus on delivering exceptional service within a global law firm environment. You will work on an Australian-based IT service environment, leveraging ServiceNow for

Qualifikationen

• 3+ years in enterprise IT service desk or end-user computing support.
• Experience supporting Windows 11 and Microsoft 365.
• Experience in a professional services firm environment is desirable.

Aufgaben

• Provide quality first level phone support to all staff.
• Log all customer requests into the ServiceNow incident management system.
• Manage your own incident queue and escalate as needed.
• Participate in rollouts, software upgrades, and occasional UAT testing.
• Train junior Service Desk Analysts and create knowledge base articles.

Kenntnisse

Service Desk

Microsoft 365

Windows 11

ITIL

Customer service

Ausbildung

Tertiary IT qualification

Tools

ServiceNow

Jobbeschreibung

• What Service Desk Analyst Jobs are in Sydney

Showing 2038 Service Desk Analyst jobs in Sydney

Sorry to hear that! What didn’t you like about this job?

Wrong location

Too few details / Lack of information

Job appears outdated

Salary information missing or unclear

Other (please specify).

Please specify...

Verification *

Thank you for your feedback

Your input helps us improve our service.

As a L2 Service Desk Analyst you will work in a busy environment supporting sites in Sydney and Melbourne as well as trouble shooting in-house software, Desktop hardware peripherals, networking, audio visual, VOIP and Data Centre infrastructure issues covering:

• Windows 7/10
• MS Office 2010 – 2016 and custom applications
• Outlook Exchange 2010 - 2016
• Lync / Skype for Business 2010 - 2016
• Thin Client / Virtual Machine environment
• Banking / Finance experience preferred
• Trade Floor experience preferred
• Printers and other peripherals
• VOIP and Telephony
• Active Directory
• ServiceNow
• Data Centre

Key responsibilities

• Resolve technical issues and elevate when required
• Manage Desktop tickets
• Deploy desktops, laptops and peripheral devices

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.

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.

Service Desk Analyst | NSW Government | 6-Month Contract | Sydney

Your new company

You will be joining a well-established NSW Government organisation that provides essential services to the community. You will work within a collaborative ICT team focused on delivering reliable technology services and high-quality support to users across the organisation. Your new role As a Service Desk Analyst, you will provide first-line IT support to users both face-to-face and remotely. You will be responsible for resolving incidents and service requests within agreed SLAs, troubleshooting hardware and software issues, and ensuring users have access to appropriately configured laptops, applications and IT equipment. Key responsibilities will include: Providing responsive Level 1 Service Desk support both in person and remotely. Diagnosing and resolving hardware, software, Windows and connectivity issues. Logging, updating, managing and closing incidents and service requests within the ticketing system. Managing tickets in accordance with established SLAs and escalation procedures. Building, configuring and testing laptops in line with Standard Operating Environment (SOE) requirements. Installing and maintaining standard user equipment, applications and IT tools. Supporting Windows 11 and associated end-user technologies. Managing user access in accordance with ICT policies and security requirements. Provisioning, collecting and replacing laptops and other ICT equipment. Maintaining accurate ICT asset and inventory records. Supporting remote users with connectivity and access issues. Escalating complex incidents to appropriate ICT teams. Assisting with technology deployments, rollouts and testing activities. Job Description Service Desk Analyst | NSW Government | 6-Month Contract | Sydney Your new company You will be joining a well-established NSW Government organisation that provides essential services to the community. You will work within a collaborative ICT team focused on delivering reliable technology services and high-quality support to users across the organisation. Your new role As a Service Desk Analyst, you will provide first-line IT support to users both face-to-face and remotely. You will be responsible for resolving incidents and service requests within agreed SLAs, troubleshooting hardware and software issues, and ensuring users have access to appropriately configured laptops, applications and IT equipment. Key responsibilities will include: Providing responsive Level 1 Service Desk support both in person and remotely. Diagnosing and resolving hardware, software, Windows and connectivity issues. Logging, updating, managing and closing incidents and service requests within the ticketing system. Managing tickets in accordance with established SLAs and escalation procedures. Building, configuring and testing laptops in line with Standard Operating Environment (SOE) requirements. Installing and maintaining standard user equipment, applications and IT tools. Supporting Windows 11 and associated end-user technologies. Managing user access in accordance with ICT policies and security requirements. Provisioning, collecting and replacing laptops and other ICT equipment. Maintaining accurate ICT asset and inventory records. Supporting remote users with connectivity and access issues. Escalating complex incidents to appropriate ICT teams. Assisting with technology deployments, rollouts and testing activities. What you'll need to succeed To be successful in this role, you will have: Previous experience in a Service Desk, Help Desk, Desktop Support, ICT Support or IT Support role. Strong knowledge of Windows operating systems, particularly Windows 11. Experience troubleshooting end-user hardware and software issues. Experience building, configuring or deploying laptops and end-user devices. Experience using Service Desk/ticketing systems. Good understanding of incident management, service requests and escalation processes. Knowledge of SOE environments. Strong communication and customer service skills. Ability to communicate technical information to non-technical users. Ability to manage competing priorities while meeting agreed SLAs. Relevant IT qualifications and/or IT service delivery experience. ITIL accreditation or willingness to obtain it. Previous experience within NSW Government/public sector environments, ICT asset management, user access management, remote support or technology rollouts will be highly regarded. What you’ll get in return A 6-month contract based in Sydney. Opportunity to gain further experience within a NSW Government environment. Hands-on exposure to Service Desk operations, Windows 11, SOE and end-user technology. Collaborative and customer-focused ICT environment. Opportunity to develop your technical support and IT service delivery experience. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career. What you can do This role suits an ICT professional who enjoys solving problems and helping people. The role supports staff across Council sites and remote locations, helping them return to work quickly and effectively. The opportunity for stable employment and career development is highlighted. This section contains corporate contact and job transitions. Report Job Reason for reporting Report sent. Thank you for your feedback.