Technical Support Analyst

6 months ago

Sydney, Australia Clyde&Co Full time

Job Title

- Technical Support Analyst

- Job Location

- Sydney

- Job Type

- Business/Professional Services & Support

- Expertise

- Description
**This role is a 6 Month Contract based in Sydney, with the possibility of going permanent.**

**Key Responsibilities**
- Resolve customer issues by clarifying the customer's needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Where possible, resolve customer requests on first contact.
- Identify customer training opportunities.
- Keep records of customer interactions in ticketing system; follow communication procedures, guidelines, and policies.
- Provide onsite (at desk) service to customers, as well as service using remote control and administration tools.
- Create & update knowledge articles.
- Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping. Ensure asset tracking systems are updated appropriately.
- Install pre-packaged software on user-end devices.
- Assist with audio-visual conferencing setup, scheduling & support.
- Perform software and/or hardware testing.
- Respond to security incidents and perform initial investigation and remediation actions.
- Assist with event monitoring, diagnosis, and response.
- Respond to major incidents: identify and categorize incident; send internal and external notifications in accordance with pre-defined protocols; perform trouble-shooting and diagnosis of hardware, software, and networks; escalate appropriately; contribute to remediation efforts where possible; contribute to after-action analysis.
- Perform basic system management and operational tasks.
- Assist with office move technology logistics.
- Assist with project delivery.
- Ad-hoc tasks assigned by Manager.

**Required Skills, Knowledge & Abilities**
- Minimum 3-4 years experience in an IT service desk role
- Works mostly independently with mínimal supervision. Determines own approach to assigned tasks of moderate complexity. Suggests and implements improvements to customer service processes.
- Excellent communication, including use of positive language, active listening, ensuring complete understanding. Initiative to make customers' experiences better. Patience to work with frustrated customers and get to the root of their problem.
- Able to document processes and perform knowledge transfer to other team members.
- Acts as escalation point for issues.
- Law firm or professional experience is preferable but not essential.
- Experience with technologies including Document management, case management, time recording, VPN, Intranet, Microsoft office etc
- Full time requirement in the office

**About Clyde & Co in the Asia Pacific Region**

Clyde & Co has had a presence in the Asia Pacific region for over 30 years, during which time we have invested in building a network of market leading specialists who support our clients' international and regional growth strategies. The last two years in particular have been a time of rapid growth and network expansion, and we currently have around 50 partners and 500 directly-employed staff in-region. Our APAC locations include presence in: Hong Kong, Shanghai*, Beijing*, Chongqing*, Singapore* Bangkok, Sydney, Melbourne, Perth and Brisbane.

Internationally, with more than 5,500 staff operating across six continents, Clyde & Co is a major international law firm with a distinctive focus on core sectors of infrastructure, international trade, natural resources, transportation and insurance. The firm has a strong reputation for complex and high-profile international dispute resolution and for its work in and with fast-moving and volatile emerging markets.

L1-SR1

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