Help Desk Analyst

3 weeks ago

Sydney, Australia Corrs Chambers Westgarth Full time

HELP DESK ANALYST
- 492756- Sydney- Technology- Full time**Join Corrs Chambers Westgarth, Australia's leading independent law firm.**

The Help Desk Analyst is a key contributor to the Corrs Technology team. The Help Desk Analyst is responsible for providing friendly and efficient support, proactively processing technology incidents and requests through our ITSM system, identify/investigate problems, update incident tickets, increase customer satisfaction and maintain and improve service levels.

**At Corrs, we help you achieve your ambition - at every stage of your career.**

**Key responsibilities**:

- Maintains ownership of all incidents throughout their life cycle by monitoring and coordinating to ensure timely and effective resolution, with a goal of the customers’ satisfaction
- Is the first point of contact for communications between the business and Technology (including third party suppliers)
- Escalation of all faults and outages affecting the delivery of Technology services to the business and the regular communication of incident status to customers
- Participates and contributes to an effective team environment by actively working with fellow members to achieve team goals, standards and Service Levels Agreements
- Assist with the creation and maintenance of the Help Desk process and procedure documentation, to ensure the information is relevant, accurate, and current in support of ongoing continuous improvement
- Involvement in the after hours support rotating schedule
- The Help Desk Analyst will work closely with the National Technology team to ensure all incidents are resolved within agreed time
- Other key relationships for this role include external vendors and suppliers of goods to Corrs

**Required skills, attributes & qualifications**:

- Strong customer focus with a positive and proactive approach to customer satisfaction
- A strong team player at all levels
- Ability to think laterally and to develop creative solutions to issues
- Willing to perform out of hours work as required.
- Help desk experience is preferred
- Professional services experience is desirable

**About us**:
Corrs Chambers Westgarth is Australia’s leading independent law firm. We provide exceptional legal services across the full spectrum of matters, including major transactions, projects and significant disputes, offering strategic advice on our clients’ most challenging issues.

**Why Corrs?**
We pride ourselves on meeting our clients needs in a culture characterised by excellence, commitment, collaboration and respect. Our policies, practices and behaviours foster a safe and inclusive workplace, and we focus on creating opportunities and supporting a diverse workforce.
- **Flexible working as standard** - we’ve established flexibility as standard business practice and an option for all our people.
- **Bonus leave** - an additional week of leave each year (5 weeks annual leave in total).
- **Wellbeing program** -We support the wellbeing of our people across areas including resilience, mental health, mindfulness, personal development, physical health and self-care.
- **Diversity and Inclusion** - This is a key area of focus for the firm. We set meaningful goals to improve diversity and an inclusive culture in which all employees feel supported and valued.
- **Responsible business approach** - we are a member of the United Nations Global Compact, and are committed to promoting and respecting human rights, supporting the Compact’s Ten Principles on human rights, labour, environment and anti-corruption, and the UN’s Sustainable Development Goals.
- **Learning and development opportunities** - including our Australian-first international study scholarship, our national training program and our mentoring program.

For more information, see our website

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