IT Support Administrator Trainee

2 weeks ago

Melbourne, Victoria, Australia MEGT Australia Ltd Full time

About Cornwalls
Cornwalls is one of Australia's oldest and most respected independent law firms. We are multidisciplinary, dynamic and innovative. We offer a full range of commercial law services and have offices in Melbourne, Sydney and Brisbane. We place great value on our people and take pride in our culture. Clients have entrusted us with their business since 1891. We are commercially astute, innovative and trusted advisors. We represent a broad array of corporations, family offices and high net worth individuals. Our clients are represented in every major industry. Our lawyers are thought leaders in legal issues critical to their areas of expertise. Our clients are integral to our firm. We work hard to understand their needs. Each client is distinct and we provide unique and dynamic solutions to ensure that our approach works for them.

About the role


An opportunity has arisen for an up and coming IT Support Trainee to join our thriving team in the Melbourne Office.


Help desk support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, and software.

They are responsible for answering queries and addressing system and user issues in a timely and professional manner.


Help desk support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, and software.

They are responsible for answering queries and addressing system and user issues in a timely and professional manner.

Help desk support works with the IT team, and will often interact with system and computer users across the company.

The help desk team will train users on basic system and computer functions.

Understanding and proactively maintaining daily system performance, having the ability to troubleshoot customer problems, and innate follow-up and follow-through skills are all essential aspects of the help desk support's day-to-day role.


Key responsibilities

Administration


This position is responsible for ensuring that all new starters and leavers have all items on their checklist completed in a timely fashion.


Ensure critical system logs are updated, service desk queries are managed in a timely fashion, the asset register is maintained and manage the office security pass system for both the firm and subtenants.


Level 1 support

  • Filters help desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
  • Performing software updates; conducting and validating backups; monitoring logs and disk space usage and ensuring maximum system availability.
  • Provide technical assistance and support for incoming queries and issues relating to computer systems, core software (Microsoft Office, Outlook, Filesite & iManage and hardware.
  • Respond to queries either in person or over the phone
  • Install, modify and repair computer hardware and software

Help Desk Support Responsibilities


The day-to-day tasks of a help desk support team vary depending on the needs of the users or systems on a given day.

Help desk support personnel can plan for upgrades, updates, and maintenance tasks, but there will always be unexpected issues that arise in a given day.

That being said, many in help desk support find themselves acting as the first point of contact when a user is facing hardware, software, or system issues.

Many teams work within a ticketing system, so that each member of the help desk team will have a variety of tickets to address and close out each day in addition to their maintenance tasks.

While the nature of their role is more technically based, it is important for help desk support specialists to have a tolerant and patient disposition, with strong communication skills to put frustrated users at ease.


With many tasks to oversee, in general help desk support will be responsible to:

  • Monitor and respond quickly to incoming requests relate to IT issues.
  • Maintain computer systems and act as support if any system goes down.
  • Responsible for PC's, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc).
  • Maintain user PCs, including upgrades and configuration as needed.
  • Assist with onboarding of new users.
  • Keep inventory of all equipment, software, and license users.
  • Install, configure, and upgrade PC software.

Key Selection Criteria

  • Basic understanding of technical issues
  • Worked in professional services industry
  • General awareness of computer systems, PC repair, and network management
  • Resourcefulness and quickthinking nature to troubleshoot new and critical technical issues as they arise.
  • Ability deploy, configure, and support operating systems on desktop and mobile
  • Understanding and appreciation for information security within systems and user devices.
  • Strong drive to provide excellent customer service and e

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