Technical Services Analyst - Sydney - Full Time

HFW Australia; Sydney; On-site; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Market-competitive remuneration

Health & Wellbeing initiatives

Paid parental leave (26 weeks)

Beautiful CBD office

Social Committee

Job summary

HFW Australia is seeking a hands-on Technical Services Analyst in Sydney to deliver responsive first and second-line technology support for our Sydney office, while contributing to regional and global service delivery. You will manage devices, software, and identity issues, and support core legal applications with onboarding and asset lifecycle responsibilities.

You will work across Windows laptops, Microsoft 365, meeting-room technology and related identity or access issues, ensuring a high

Qualifications

• At least two years’ experience in an IT service desk, desktop support or end‑user computing role.
• Strong troubleshooting across Windows, Microsoft 365, Outlook, Teams, authentication, laptops, peripherals and mobile devices.
• Experience using an IT service management platform such as ServiceNow.
• Experience preparing and deploying laptops and providing both face‑to‑face and remote support.
• The ability to communicate effectively with stakeholders at all levels.

Responsibilities

• Provide first and second-line support through ServiceNow, telephone, Teams, email, walk‑up and remote channels, with a strong focus on user experience and business impact.
• Log, prioritise, troubleshoot and resolve incidents and requests, maintaining accurate records and clear communication throughout the ticket lifecycle.
• Own issues through to resolution and coordinate effective escalation to specialist teams or suppliers where required.
• Participate in the global support queue and contact channels, including Genesys, and assist with regional and global coverage as required.
• Support partners, lawyers and business services staff with discretion and an understanding of the time‑sensitive nature of legal work.
• Build, deploy, support and retire Windows laptops and associated peripherals using approved device‑management and deployment processes.
• Support Windows 11, Microsoft 365, Outlook, Teams, OneDrive, Microsoft Authenticator, passwordless sign‑in and related identity or access issues.
• Assist with Microsoft Intune, Entra ID, Windows Autopilot, device compliance and endpoint administration within delegated access and approved procedures.
• Set up and support iPhone and iPad devices, including mobile application access and Apple Business Manager-related workflows.
• Maintain accurate asset, assignment, return and disposal records and assist with stock, warranty, leasing and refresh activities.
• Support HFW core legal and business applications, including iManage, Intapp Time, 3E, Adobe Acrobat, Litera tools, printing and secure file‑transfer services.
• Provide hands‑on support for Sydney meeting rooms, Microsoft Teams Rooms, Poly equipment and related audio‑visual technology, coordinating vendors when specialist support is required.
• Support printers, peripherals and general office technology and assist with office changes, technology refreshes and local or Australian IT projects.
• Prepare technology for new starters, movers and returning staff, including device setup, access validation, mobile setup and initial user guidance.
• Create and maintain useful knowledge articles, checklists and troubleshooting documentation and contribute to testing, change readiness and user adoption.

Skills

IT service desk

Desktop support

End-user computing

Troubleshooting

Stakeholder communication

Tools

ServiceNow

Microsoft Intune

Entra ID

Windows Autopilot

Apple Business Manager

Microsoft Teams Rooms

Job description

Technical Services Analyst - Sydney - Full Time

HFW is a sector focused global law firm specialising in construction, shipping, aerospace, commodities, corporate & commercial and insurance. We have over 700 lawyers working across Australia, Asia, Europe, the Middle East and the Americas. With a progressive approach to our roles in commercial business, thinking creatively and pragmatically to support our clients, we are dynamic, entrepreneurial and leaders in our specialist areas.

In Australia, we have 4 offices across Brisbane, Melbourne, Sydney and Perth, with around 220 team members.

The Team

You’ll join a collaborative Australian IT team spanning Sydney, Melbourne and Perth, working as part of HFW’s wider global IT function. As the dedicated IT team member in Sydney, you’ll enjoy local ownership while being well supported by colleagues across Australia and globally.

The Role

In this hands‑on role, you will provide responsive and practical first and second-line technology support to our team members in our Sydney office, while also contributing to Australian regional support and global service delivery. You’ll build strong relationships across the office and act as a trusted point of contact for day‑to‑day technology support.

You will work across a broad range of workplace technologies, including laptops and mobile devices, Microsoft 365, meeting‑room technology and specialist legal applications. You will also play an important role in onboarding new starters, managing the device lifecycle and ensuring technology issues are owned through to resolution.Delivering a responsive, positive and professional customer experience is at the heart of how our IT team supports the business.

You will thrive in this role if you enjoy solving problems, building trusted relationships with users and delivering excellent service, supported by strong troubleshooting and communication skills, sound judgement and a commitment to seeing issues through to resolution.

This is a permanent full‑time office‑based role in our Sydney office, reflecting the hands‑on nature of the position and the importance of providing face‑to‑face support to our people.

Key Responsibilities

Service delivery and user support

• Provide first and second-line support through ServiceNow, telephone, Teams, email, walk‑up and remote channels, with a strong focus on user experience and business impact.
• Log, prioritise, troubleshoot and resolve incidents and requests, maintaining accurate records and clear communication throughout the ticket lifecycle.
• Own issues through to resolution and coordinate effective escalation to specialist teams or suppliers where required.
• Participate in the global support queue and contact channels, including Genesys, and assist with regional and global coverage as required.
• Support partners, lawyers and business services staff with discretion and an understanding of the time‑sensitive nature of legal work.

Devices, identity and mobility

• Build, deploy, support and retire Windows laptops and associated peripherals using approved device‑management and deployment processes.
• Support Windows 11, Microsoft 365, Outlook, Teams, OneDrive, Microsoft Authenticator, passwordless sign‑in and related identity or access issues.
• Assist with Microsoft Intune, Entra ID, Windows Autopilot, device compliance and endpoint administration within delegated access and approved procedures.
• Set up and support iPhone and iPad devices, including mobile application access and Apple Business Manager-related workflows.
• Maintain accurate asset, assignment, return and disposal records and assist with stock, warranty, leasing and refresh activities.

Legal applications and workplace technology

• Support HFW core legal and business applications, including iManage, Intapp Time, 3E, Adobe Acrobat, Litera tools, printing and secure file‑transfer services.
• Provide hands‑on support for Sydney meeting rooms, Microsoft Teams Rooms, Poly equipment and related audio‑visual technology, coordinating vendors when specialist support is required.
• Support printers, peripherals and general office technology and assist with office changes, technology refreshes and local or Australian IT projects.
• Prepare technology for new starters, movers and returning staff, including device setup, access validation, mobile setup and initial user guidance.
• Create and maintain useful knowledge articles, checklists and troubleshooting documentation and contribute to testing, change readiness and user adoption.

About You

You are a capable and approachable technical support professional who understands that excellent IT service is as much about communication and ownership as it is about resolving the technical issue.

To be successful in the role, you will bring:

• At least two years’ experience in an IT service desk, desktop support or end‑user computing role, ideally within a legal, professional services or financial services environment
• Strong first and second‑line troubleshooting skills across Windows, Microsoft 365, Outlook, Teams, authentication, laptops, peripherals and mobile devices.
• Experience using an IT service management platform such as ServiceNow.
• Experience preparing and deploying laptops and providing both face‑to‑face and remote support.
• The confidence to communicate effectively with stakeholders at all levels, including senior stakeholders.
• Strong judgement, attention to detail and an appropriate approach to confidentiality.
• The ability to manage competing priorities while maintaining ownership of issues and outcomes.
• A collaborative, practical and service‑oriented approach, with the confidence to work autonomously.

While not essential, the following would be advantageous:

• Experience in a law firm or supporting applications such as iManage, Intapp Time, 3E or Litera.
• Working knowledge of Microsoft Intune, Entra ID, Windows Autopilot, Apple Business Manager or endpoint administration.
• Experience supporting meeting‑room and audio‑visual technology, including Microsoft Teams Rooms or Poly solutions.
• ITIL 4 Foundation, Microsoft fundamentals, CompTIA or equivalent practical experience.
• Experience contributing to technology refreshes, office projects, user training or service improvement.

What’s in it for you?

At HFW, you’ll join a friendly, down‑to‑earth and collaborative environment, with access to a range of benefits designed to support your wellbeing and work experience, including:

• Market‑competitive remuneration package
• Employee Referral Incentives
• Health & Wellbeing initiatives, such as annual flu vaccinations, access to the Employee Assistance Program, free subscriptions to wellbeing apps, and subsidised sporting activities
• An active employee‑led Social Committee, organising regular events in all our offices
• The ability to purchase additional annual leave and access our Paid Parental Leave (26 weeks)
• Beautiful office in the CBD
• A welcoming, supportiveand collaborative work environment

For any questions, please contact:Maarja Kamar, HR Consultant -************@hfw.com.