Service Desk Technician

Hall & Wilcox; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive remuneration

Career development programs

Flexible leave including 26 weeks paid

Free daily breakfast

Diversity and wellbeing

Job summary

Hall & Wilcox in Sydney is seeking a Service Desk Technician to support our national IT services from the Sydney office. You will handle level 1–2 incidents, log requests, and provide timely, friendly technical help to colleagues.

This full-time role requires at least 2 years in a service desk or similar, a tertiary IT qualification, and strong communication, organization and teamwork. You will be part of a cohesive Technology team delivering Smarter Law.

Qualifications

• 2+ years experience as a Service Desk Technician or similar in professional services
• Tertiary qualification in Information Technology or related discipline
• Strong organisational skills and attention to detail
• Excellent verbal and written communication skills
• Self-motivated and able to adapt to change and competing demands
• Ability to work well independently and in a team

Responsibilities

• Respond to user inquiries by following service desk procedures
• Provide support across hardware and software at levels 1 and 2
• Ensure all user requests are logged in the service desk system
• Escalate more complex queries as needed
• Coordinate timely provision of service desk support services
• Communicate progress to users from receipt to closure
• Advise users about service desk facilities and procedures
• Identify recurrent inquiries and notify the IT Manager
• Maintain accurate call-log records
• Attend court to download subpoenaed documents and similar items
• Barcode and scan portable storage devices, register per policy
• Ensure data on portable devices is securely downloaded and deleted as required
• Provide backup to other Service Desk Technicians and broader Technology team

Skills

Attention to detail

Communication skills

Time management

Independence

Teamwork

Organisational skills

Education

Bachelor's degree in Information Technology or related

Job description

• Competitive remuneration and our Hallstar reward and recognition program
• Learning and career development programs for all roles and levels
• Flexible leave options, including up to 26 weeks paid parental leave
• Free daily breakfast and office social events
• Genuine commitment to diversity, inclusion and wellbeing, and pro bono and community

Make the smarter choice. Come thrive with us. Learn more about what Hall & Wilcox can offer you here.

About the roleand team

We have an opportunity for a Service Desk Technician to join our Technology team, to be based in our Sydney office.

As an experienced Service Desk Technician, you will provide systems support nationally and desktop support for the Sydney Office. You will act as the first point of contact to efficiently investigate, resolve and provide a high level of customer service for a variety of technology related service requests. You will be required to be in the office full time (5 days per week).

This role forms part of our national Technology team. The IT team at Hall & Wilcox has approximately 29 team members nationally. The Technology team at Hall & Wilcox is structured across engineering and development, application support, information security and service desk.

You will be responsible for:

• respond to user inquiries by following service desk procedures;
• provide support across a range of hardware and software, at level 1 and level 2;
• ensuring all user requests are logged in service desk system;
• escalating more complex queries;
• coordinate the timely provision of service desk support services
• communication to users as to the progress of their inquiries from receipt to closure of the call
• advise users about service desk and operational support facilities and procedures
• identify and advise Service Delivery Manager/IT Manager of recurrent user inquiries
• update and maintain the call-log to ensure accurate recording of all calls received
• attending court to safely and securely download subpoenaed (and similar) documents produced by court.
• ensuring all portal storage devices are barcoded, scanned for malware, and registered in line with the firm’s portable storage devices process.
• ensuring data contained on portable storage devices is securely downloaded and deleted in line with the firm’s portable storage device process; and
• provide back up to other Service Desk Technicians and broader Technology team as required.

About you

We are keen to hear from candidates with the following skills and experience:

• at least 2 years of experience as a Service Desk Technician or in a similar role within a professional services environment;
• tertiary qualification in Information Technology or a related discipline;
• strong organisational skills;
• strong attention to detail;
• excellent verbal and written communication skills;
• self-motivated, decisive, with the ability to adapt to change and competing demands; and
• ability to work well independently as well as productively within a team.

About us

At Hall & Wilcox, we deliver outstanding legal services to corporate, public sector and private clients, both Australian-based and those offshore doing business in Australia. Our purpose is to enable our clients, our people and our communities to thrive.

We were recently named Law Firm of the Year at the 2026 Lawyers Weekly Australian Law Awards.

We do great work, smarter. We’re passionate about the work we do and how it creates value for today and tomorrow. We’re known forSmarter Law: smarter thinking to create smarter solutions. We embrace innovative thinking and technology. We listen. We partner. We solve.

We are also known for having a great culture that values people and that lives our purpose and values - our Hallmarks.

Hall & Wilcox is a successful independent Australian law firm; a place to belong, with the freedom to learn and grow. We thrive together. We are diverse and inclusive - everyone is welcome and respected. We encourage applications from candidates of all cultural backgrounds (including First Nations), abilities, sexual orientation and gender identities.

Hear from our people about what it’s like to thrive at Hall & Wilcox: bit.ly/HWpeople

To learn more about Hall & Wilcox visit ourwebsite.

This vacancy is being managed directly by the Hall & Wilcox Talent Acquisition team. We will contact our preferred agency partners should we require any assistance.