Support Analyst - Melbourne

Pinsent Masons LLP; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Pinsent Masons LLP in Melbourne is seeking a customer-focused Support Analyst (Level 2 Service Desk) to join our Technology Services team on a permanent basis. You'll provide technical support across hardware, software, networking and cloud-based technologies to keep colleagues connected and productive.

Working with a collaborative, high-performing team, you will troubleshoot issues, manage incidents and service requests, and contribute to a seamless end-user experience across APAC offices.

Qualifications

• Two years' experience in IT support or service desk roles.
• Experience with Windows, Microsoft 365, remote access technologies and mobile devices.
• Prior experience in a corporate or professional services environment is a plus.
• Strong troubleshooting, analytical and communication skills.
• Customer-first approach and commitment to service excellence.
• IT-related qualification or equivalent industry experience.

Responsibilities

• Provide Level 2 technical support to users across multiple locations.
• Troubleshoot hardware, software, networking, VPN and mobile device issues.
• Manage incidents and service requests within agreed SLAs.
• Support Microsoft 365, Windows, AD and user access requests.
• Escalate complex issues to specialist teams as needed.
• Assist with device deployments, upgrades and onboarding activities.
• Maintain documentation and knowledge base articles.
• Contribute to process improvements and enhance user experience.

Skills

Windows

Microsoft 365

Active Directory

VPN

Mobile devices

Troubleshooting

Stakeholder management

Customer service

Education

IT-related qualification

Tools

Microsoft 365

Windows OS

Active Directory

Job description

We're looking for a customer-focusedSupport Analyst (Level 2 Service Desk)to join our Technology Services team in Melbourne on a permanent basis.

As part of a collaborative and high-performing team, you'll provide technical support across our APAC offices, helping colleagues stay connected, productive and supported through a broad range of technologies and applications.

This is an excellent opportunity for an IT support professional looking to further develop their technical skills in a professional services environment.

The role

As a Support Analyst, you'll be responsible for delivering high-quality technical support across hardware, software, networking and cloud-based technologies. Working closely with colleagues across the business, you'll troubleshoot issues, resolve service requests and contribute to a seamless end-user experience.

Key responsibilities include:

• Providing Level 2 technical support to users across multiple locations
• Troubleshooting hardware, software, networking, VPN and mobile device issues
• Managing incidents and service requests within agreed service levels
• Supporting Microsoft 365, Windows environments, Active Directory and user access requests
• Escalating complex issues to specialist teams where required
• Assisting with device deployments, upgrades and onboarding activities
• Maintaining documentation and knowledge base articles
• Contributing to process improvements and enhancing the user experience

About You

You'll be an experienced Service Desk or IT Support professional who enjoys solving problems, working collaboratively and delivering outstanding customer service.

You’ll bring:

• Previous experience in an IT Support, Service Desk or Help Desk role
• At least two years' experience supporting Microsoft Windows, Microsoft 365, remote access technologies and mobile devices
• Experience within a corporate or professional services environment
• Strong troubleshooting and analytical skills
• Excellent communication and stakeholder management skills
• A customer-first approach and commitment to service excellence
• An IT-related qualification or equivalent industry experience
• A proactive attitude, willingness to learn and genuine passion for technology

Full working rights in Australia

Highly regarded:

• Previous law firm or professional service experience
• Exposure to ITIL frameworks and service management best practice.

Applications

To be considered for this opportunity, you must have unrestricted working rights in Australia and be available to work full-time, five days per week between 8:00 am and 6:00 pm.

Agencies: This role is being managed directly by the Talent Acquisition team.

We are not currently accepting applications or candidate submissions from recruitment agencies. Should our requirements change, we will reach out to our preferred agency partners directly.

We have a global reach and a local feel. With 31 offices and 1500 lawyers operating across Asia Pacific, Europe, Africa and the Middle East, you'll be exposed to domestic, international and multi-jurisdictional high-profile work, yet be in an office where everyone knows your name.

• We do things a bit differently. Legal services are at the core of our business; however, we have diversified into other areas providing complimentary services to clients through offerings like Brook Graham and Vario flexible services.
• We like to be flexible. Our firm is professional but also relaxed, you can dress for your day and in your own style. We also promote practices that support wellbeing, mental wellness and work/life balance so that everyone can thrive at work and at home.
• We're lots of fun and very inclusive. Proud of our leading reputation for diversity and inclusion, we have created an open environment where everyone can bring their whole selves to work. You'll also have plenty of opportunities to participate in, and even run, social activities, diversity and inclusion networks, and charitable initiatives.
  

Diversity and Inclusion

At Pinsent Masons we value diversity and inclusion. We are committed to creating a better workplace where all our talent can succeed and feel like they belong. We want to attract, retain and develop people at all levels and encourage applications from all suitably qualified candidates whatever your ethnicity, religion, age, physical or mental disability/long term condition, sexual orientation, gender identity or expression or any other characteristics protected by local law in the jurisdictions in which we operate.