it service desk officer

2 weeks ago

Brisbane, Queensland, Australia Holding Redlich Full time

28th May, 2024

About the role
Based in our Brisbane office, this on-site role will provide efficient IT support nationally across the firm's five offices located in Brisbane, Cairns, Melbourne, Sydney and Canberra. This role requires someone who will work proactively in responding to IT incidents and service requests and follow up post incident to increase customer satisfaction and service levels. In addition, this position will involve face-to-face, phone, email and remote support.

As well as Helpdesk responsibilities, from time to time, this role will also assist with IT training including induction training for new starters.

Due to the hands-on nature of the role, you will be required on-site within the office on a full-time basis, with very limited scope to work remotely. This is to ensure we maintain the highest levels of support and technical assistance to our partners, lawyers and professional support staff on-site, which will also afford you the opportunity to build trusted relationships and further develop in the role.

Day to day you can expect to:

  • Take ownership of incidents, problems and service requests presented to the Helpdesk throughout their lifecycle to ensure timely and effective resolution;
  • Provide IT support to staff located onsite and nationally;
  • Manage and support meeting room audio/visual setups;
  • Provide after-hours support (weekdays and weekends) as part of the IT Support/Help Desk scheduled roster;
  • Capture and share knowledge through the development of documentation
  • Provide training to staff (including induction) as required;
  • Troubleshoot and triage hardware and software issues;
  • Respond to and appropriately escalate system incidents and alerts;
  • Provide support for key line of business applications such as Work10, Aderant Expert, Microsoft Office and other platforms in the Microsoft Office 365 suite;
  • Setup and distribute PC's and laptops across the offices;
  • Manage user accounts including setup of new starters.

About you
The following skills and experience are essential:

  • Exceptional customer service skills, a commitment to excellence and a genuine interest in working collaboratively;
  • Excellent attention to detail, clear and informative communication skills, and a proactive and systematic approach;
  • Technical knowledge of applications and systems within the Microsoft suite;
  • Prior service desk experience in a customer service focused role;
  • Proven ability to work effectively in a team environment and independently;
  • Ability to remain calm under pressure;
  • Capacity to interact with people on all levels and establish strong relationships.

The following skills are desired, however not essential:

  • Exposure to working in a legal or professional services environment;
  • Working knowledge and experience supporting key line of business legal applications such Work10 and Aderant Expert;
  • Tertiary qualification in IT or equivalent.

Who we are
Holding Redlich is a large national commercial law firm with offices across Australia. We provide the full range of legal services to many of Australia's largest public and private companies across a wide range of sectors and all levels of government. We are client focused with, expert industry knowledge and strong local and international connections. We strive for excellence in everything we do, and we take pride in the quality of our work.

Employee benefits
At Holding Redlich, we strongly believe that providing employee benefits is a fundamental investment in the success and well-being of our workforce.

Our benefits include:

  • A firm where partners and employees enjoy professional success within a supportive environment from modern offices.
  • Family-friendly, dress for your day, flexible hours and flexible leave, including purchased leave, career breaks and study leave.
  • Employee Assistance Program (EAP), flu vaccinations and social activities both inside and outside of the office.
  • Employee recruitment referral bonus to recognise and reward individuals who contribute to our growth and success.

Firm awards and citations
We are proud to share that our dedication, expertise, exceptional service to our clients and commitment to the gender diversity of our employees have been recognised with prestigious legal industry awards and citations.

  • Employer of Choice – Workplace Gender Equality Agency (WGEA)
  • Employer of Choice - Australasian Lawyer
  • Multiple partners ranked by Best Lawyers - 30 The Best Lawyers in AustraliaTM awards/3 Best Lawyers: Ones to Watch in AustraliaTM awards
  • Doyle's Guide – inclusion for Rising Stars, Best Lawyers, Best Firms
  • Great Place to Work Certification
  • Signatories to the Charter for Advancement for Women in Legal Profession

Community & impact
We recognise the importance of contributing to our community by supporting various initiatives, providing legal aid through pro bono work, and promoting diversity and inclusion within the firm. This includes:

  • Pro Bono Practice and Social Justice Fund
  • Diversity, gender equality and wellbeing committees
  • International connections through our membership of Law Exchange International
  • Red Cross Life Blood group donations

What's next?
For further information, please visit our Careers website.

To discuss this opportunity on a confidential basis, please contact Lauren Steers-Lemai, Talent Acquisition Manager, on

To apply, please click on the "Apply" button and submit an up-to-date CV and cover letter outlining why you are both interested and suited to the role.

This role is being managed directly by our in-house talent team. At this stage we are not accepting agency candidates, we will contact our preferred agency partners should we require any assistance.

#LI-LS1

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