Desktop Support Analyst

7 months ago

Sydney, Australia MinterEllison Full time

**Location**: Sydney

**Contract Type**: Permanent

MinterEllison is one of Australia’s largest law firms, with nearly 200 years of business history. We're known for our legal and consulting expertise - and for our inclusive and authentic character.

Our purpose is to create sustainable value with our clients, people and communities. That means we have a proud history of providing excellence to clients, nurturing our people and giving back to the communities in which we live and work.

We value excellence, curiosity and collaboration. Clients rely on us for our responsive, commercial approach. Our clients include government departments and agencies, private and publicly listed companies, and small and large businesses in Australia and overseas.

**The Team**

Our desktop support team is dedicated to upholding exceptional service standards for a premier Australian law firm. We prioritize the enhancement of our support capabilities through our skilled teams, augmented by the strategic use of automation and AI technologies such as MS Power Automate and Copilot. We take great satisfaction in offering steadfast assistance to both our firm and its esteemed clients, constantly seeking innovative methods to refine our processes and workflows.

**The Role**

We are looking for a proactive Desktop Support Analyst to join our Sydney team. This is a full time permanent position working rotating 8 hour shifts between the hours of 7:30 am and 6:00 pm weekdays.

Key tasks in this role include:

- Monitor and manage the desktop support queue via ServiceNow, ensuring timely resolution of issues.
- Troubleshoot and resolve hardware and software issues for desktops, laptops, and peripheral devices.
- Service Audio Visual requirements on our Client Services Floors /Meetings
- Ensure compliance with the service level agreements (SLAs).
- Escalate complex technical issues to the appropriate support groups, providing comprehensive details to facilitate smooth handover.
- Maintain clear and effective communication with the business regarding technology updates.
- Accurately log all support activities, resolutions, and follow-up actions within ServiceNow.
- Take full ownership of support tickets, from initiation to resolution, ensuring user satisfaction and closure.
- Collaborate with the other MinterEllison support teams, maintain, and enhance audio-visual (AV) solutions.
- Share technical expertise with internal staff and colleagues to foster a knowledgeable work environment.
- Identify patterns and recommend solutions to prevent recurring issues.
- Clearly articulate and enforce technology policies and procedures to the firm's staff when necessary.
- Actively participate in technology services team meetings to stay informed and contribute to departmental goals.
- Engage in projects and initiatives that drive improvements in technology services across the firm.
- Embrace job rotation opportunities to broaden skills and understanding across different technology teams within the firm.
- Provide on-site and remote support as required, ensuring mínimal disruption to the firm's operations.

**More About You**
- Experience in a Level 2 Desktop role
- Experience in a Windows 10 environment
- Hardware maintenance and upgrade experience (eg diagnosing faults, installing RAM)
- Understanding of telecommunications (VoIP and mobile)
- Knowledge of helpdesk call logging software (eg ServiceNow or Remedy)
- Familiar with Windows, Apple IOS and Android technologies and able to work in environments that includes pc desktops, printers, laptops, mobile devices, tablets, apps and peripherals.
- Familiar with and have some basic experience in setting up home/small network environment and associated technologies including switches, routers and wireless access points.
- Exceptional client service skills and the ability to engage with people at all levels
- Strong analysis and problem solving skills.
- Strong verbal and written communication skills including the ability to explain technical information in non-technical terms
- Ability to consult and contribute ideas within a team environment.
- Ability to work calmly under pressure.

**Why MinterEllison**

We offer flexible working options to encourage balance, wellbeing and support for sustainable ways of working and a range of social, financial and health benefits, including free gym membership - all with no minimum tenure.

**How to Apply

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