Service Desk Analyst

7 months ago

Canberra, Australia MinterEllison Full time

**Location**: Canberra, 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 Role**

A permanent opportunity is available in our Canberra office for an IT Service Desk Analyst with a customer centric approach to join our dynamic team with flexible working arrangements available. This role serves as the primary conduit for all technology-related queries and requests, including the identification of recurring support incidents, aiding in problem resolution, and escalating to other technology teams as necessary. This position functions within a rotating 8-hour shift roster, aligning with the current office hours of 7.00am to 8.00pm on weekdays and non-national public holidays.

In this role you will have the opportunity to:

- Oversee service desk operations, including monitoring of telephones, and service portal requests coming in from all offices
- Respond to IT service desk calls within agreed service level timelines
- Resolve help desk incidents within stipulated service level timeframes
- Document all incidents and requests, their resolution details in the IT Service Management system
- Conduct regular follow-ups on outstanding incidents and requests and manage work queue efficiently
- Assume ownership of escalated incidents, ensuring thorough follow-up until resolution
- Identify recurring incidents, contributing to problem resolution and training needs analysis
- Manage equipment loans, including scheduling with clients, issuing equipment, and overseeing returns
- Communicate technology information to the business, utilising approved templates and protocols
- Explain technology policies and procedures to clients clearly and effectively
- Understand wider firm operations to provide informed and helpful referrals of clients to other divisions as necessary
- Create and maintain records on the technology services knowledge database
- Carry out various administrative tasks, including daily help desk procedures

**More About You**
- Advanced skills in Microsoft Word
- Familiarity with a help desk call management system
- Basic knowledge of voice technology, including PABX and mobile systems
- ITIL certification or familiarity with ITIL principles
- Strong verbal and written communication skills including the capability to translate technical information into layman's terms.
- Capacity to maintain composure under pressure and manage challenging clients or situations
- Robust analytical and problem-solving competencies.
- Collaborative who contributes innovative ideas within a team context.

**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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