Service Desk Analyst
4 weeks ago
**Job no**: 495251
**Work type**: Fixed Term Contract - Full time
**Location**: Melbourne
**Categories**: Corporate Services
**Your Role**
An exciting opportunity has arisen for a full time Service Desk Analyst to join our firm on a full-time base for a 3 month contract in Melbourne. You will be responsible for the delivery of end user and systems operations support and join a supportive Information Technology team.
**About Allens**
As a leading law firm with a respected and established brand, our Corporate Services and Innovation & Digital Solutions teams have the opportunity to work at the cutting edge of technology, workplace culture, process improvement, business strategy and growth. With Allens, you'll have the opportunity to identify and set new standards of excellence for the profession, and play a vital role in delivering services to our clients that are responsive, innovative and focused on their needs. You'll be empowered to find operational efficiencies and drive changes that make a real impact on our clients, people and communities. With a heritage spanning 200 years, shaping the future is in our DNA and our alliance with Linklaters connects our clients and teams with an international network of legal leaders that spans 37 offices in 23 countries.
We value personal growth and career progression equally. Through our in-depth career coaching, focus on innovation, and international secondment program, we aim to create future leaders in the legal industry.
**Your role**
The services provided by our IT Support Specialist team includes, ad-hoc end user support via Service Desk, desktop support via the Service Desk or in person, systems operations, records administration and first and second level technical support.
The technologies covered include all computer systems, with an emphasis on Document Management Systems (iManage), Windows 10, MS Office 365, MS Outlook, MS Teams and Teams Calling, Headsets (Poly), Audio Visual systems, Apple devices and communications networks.
Customer service duties will include, but are not limited to:
- Assisting Partners and staff with any problems and queries regarding the use of IT hardware, software and other equipment
- Technical troubleshooting and problem resolution
- Various network and administrative tasks: upgrades, rollouts, documentation, floor walking, office moves, etc
- AV and VC setup and assistance
- 1st and 2nd level phone support
- Incident management (ITIL framework, root cause analysis, continuous improvement)
- Hardware support
- Asset management (ITIL framework, data integrity and records maintained).
To deliver high quality customer service to support the firm, you will need to be willing to work on a 24x7 after-hours support rotating roster (including weekends). Allens remunerates our Service Desk Analysts for the on-call roster.
The technologies we use include all computer systems, with an emphasis on Document Management Systems (iManage), Windows 10 (SOE), MS Office 365, MS Outlook, MS Teams and Teams Calling, Headsets (Poly), Audio Visual / Video Conferencing systems (MS Teams native / Crestron hardware), and Apple devices with MDM management.
This is a full time, 3 month contract role to be based in Melbourne.
**About you**
We are looking for an experienced full-time permanent Service Desk Analyst to join our Melbourne office. You will be responsible for the delivery of end user and systems operations support and join a supportive IT team. This is an excellent role for someone who loves customer service, has a passion for IT and is looking for the next step in their journey at a top-tier, global employer of choice.
To succeed in this role you will need the following:
- Exceptional customer service skills
- Experience in Windows 10, MS Office 365, MS Teams and Teams Calling
- Document management system experience
- Strong technical troubleshooting skills
- Service Desk and audio-visual experience
- The ability to thrive in a busy, fast-paced environment and be able to manage and prioritise multiple tasks and operate calmly under pressure
- Strong technical, analytical and problem solving skills
- Excellent teamwork and interpersonal skills
**Your development**
In joining Allens, you will become an integral part of a high-performing firm and work with people and leaders who help you become the best you can be. You will gain exceptional training that develops you professionally and personally. You will be challenged, supported and guided as you move through your career with the firm.
Our unique Career Deal allows you to take control of your career and provides a transparent approach to career development. Our international alliance with Linklaters means we are able to support secondments all over the world.
**Our perks**
Our benefits include:
- Financial: market competitive fixed remuneration; salary continuance insurance, employee recruitment referral program, discounts at hundreds of suppliers including retail outle
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