Service Desk Technician

2 weeks ago

Sydney, Australia Pinsent Masons Full time

**About the opportunity**

The team provide technical support 24 hours a day, 5 days a week, split between the team in Australia and the UK. Each team supports their own time zones working a rotational shift pattern that includes some public holidays.

The position is to be based in Sydney with occasional travel required to other Australian offices.

**Key areas of focus**
- Whilst maintaining awareness of the time sensitive nature of the support requests, create an opportunity to understand the task being completed and provide appropriate advice / and or training on the most efficient method for task completion
- Log all Incidents / Service Requests / Queries into the Service Management Service Desk software (ASM) to ensure that statistics and analysis of all calls can be made
- Utilise the knowledge base, call management and traceability features of ASM to ensure that information learned can be reused for future calls and document methods
- Promote the use of the self-service web IT Portal to log incidents, directing customers to the portal
- Answer all phone calls and web portal tickets, defining as Incidents / Service Requests / How Do I, keeping customers up-to-date with the progress of their request
- Provide back up support to 2nd Line teams with testing, including supporting any project rollouts that require IT support resources in the Australian offices
- Work with other teams within the Technology Department to achieve call resolution providing detailed and precise information to enable those teams to ensure a prompt resolution
- Update all IT Support records accurately with clear concise details, including proposing Knowledge Base entries
- Complete IT administration tasks such as starters/leavers, share mailboxes and data management
- Facilitate new starters to ensure they experience a smooth transition from a technology perspective when joining, carrying out refresher and ad-hoc technical coaching to improve skillsets and effectively reduce service desk calls
- Manage third-party suppliers when escalating technical issues
- Liaise regularly with team and Manager regarding ideas or suggestions for improvement, attending team meetings and relevant training sessions
- Report ongoing problems and issues requiring escalation to your Manager to ensure timely resolution, including raising awareness of repeat incidents
- Ensure IT security practices and processes are followed by customers and clients in line with the Firm's Information Security Acceptable Use Standard (AUS) and all other IT policies and procedures
- Work in accordance with documented policies and procedures and, where appropriate, suggest additional procedures or changes to existing procedures that need to be considered and may only be specific for your office
- Attend to any other duties as assigned by your Manager to assist with the smooth running of the department
- An experienced IT Support Technician with an IT related degree / qualification / accreditations or equivalent experience
- Qualification and/or experience of working within an ITIL framework will be highly regarded
- Experience working within an IT Support environment, preferably in a professional services environment
- Have gained at least 2 years experience working with the following:

- Microsoft Windows operating systems
- Microsoft Office Suite to Advanced level
- Citrix / remote access/ VPN
- Mobile devices and MDM systems
- Working within IT support in corporate environment
- Service Desk Call Logging System
- Customer Service Environment
- Technically strong with a customer focused mindset and ability to deliver excellent support to internal stakeholders
- A confident communicator with the ability to engage with a varied employee and stakeholder audience
- Enthusiastic, willing to learn and passionate about a career in technology

**Why join Pinsent Masons?**

**We have a global reach and a local feel **. With 28 offices and 1500 lawyers operating across the Americas, Asia Pacific, Europe, Africa and the Middle East, you'll be exposed to domestic, international and multi-jurisdictional high-profile work, yet be in an office where everyone knows your name.

**We do things a bit differently **. Legal services are at the core of our business, however we have diversified into other areas providing complimentary services to clients through offerings like Vario flexible services.

**We like to be flexible. **Our firm is professional but also relaxed, you can dress for your day and in your own style. We also promote practices that support wellbeing, mental wellness and work/life balance so that everyone can thrive at work and at home.

**We're lots of fun and very inclusive **. Proud of our leading reputation for diversity and inclusion, we have created an open environment where everyone can bring their whole selves to work. You'll also have plenty of opportunities to participate in, and even run, social activities, diversity and inclusion networks, and charitable initi

  • Service Desk Technician

    5 days ago

    Sydney, Australia Ignite Specialist Recruitment Services Full time

    We are currently looking for a self-motivated and driven service Desk Technician for a 12-month contract role in Sydney Olympic Park, for our client - which is globally renowned for electrical/defence systems manufacturing. Based at Sydney Olympic Park, the service Desk technician will be responsible for providing support at 1st and 2nd level fault...

  • Service Desk Coordinator

    4 weeks ago

    Sydney, Australia NSW Government -Department of Customer Service Full time

    **Service Desk Coordinator, Ongoing opporuntity, Sydney and Parramatta office locations + flexible/hybrid working options available** The Department of Customer Service (DCS) is a service provider, regulator and central agency of government. ICT is being transformed from an outsourced vendor to a best of breed sourcing model with Service Desk and governance...

  • IT Service Desk

    4 weeks ago

    Sydney, Australia Progressive People Full time

    Are you newly "retired"? Maybe doing a Masters? Want to keep your skills current but don't want the hassle of full-time work? I have a position with a well thought of MSP who has stability, reputation and a very diverse client base looking for such a part-time person. Ideally you should have a couple of years experience in a similar role (Help Desk, Service...

  • IT Service Desk Manager

    4 weeks ago

    Sydney, Australia Container Exchange Services Full time

    **Introduction**: You will lead the Service Desk team and processes to drive high quality service, including incident, service request and problem management, service desk SLAs across all teams, communicating & leading major incident response and RCA’s, reviewing & improving the service desk processes and tooling, analysing ticket trends to eliminate or...

  • IT Service Desk Manager

    4 weeks ago

    Sydney, Australia Colliers International Full time

    Company Description At Colliers, we are enterprising. What sets us apart is not what we do, but how we do it. Our people are passionate, take personal responsibility and always do what’s right for our clients, people and communities. We accelerate their success by empowering them to think and act differently to drive exceptional results. With circa 9,000...

  • IT Service Desk Manager

    4 weeks ago

    Sydney, Australia Rentokil Initial Full time

    Our friendly IT team have a fantastic opportunity for an enthusiastic and experienced IT Service Desk Manager who has a passion for all things technology to join the team in Sydney. This role upholds excellence in all Service Delivery and Service Management Activities in accordance with ITIL principles. **Rentokil Initial (the world’s largest pest control...

  • Service Desk Analyst

    4 weeks ago

    Sydney, Australia Peoplebank Full time

    Location: - Sydney CBD- Job Type: - Contract- Posted: - about 11 hours ago- Contact: - Aparna Sharma- Discipline: - General IT - Reference: - 261925- Initial 12 months contract - Location: Western Sydney (Richmond) - Hybrid work model ( 3 days / office) Our client is looking for a Service Desk Analyst to join its IT team. In this role you will be...

  • IT Support Technician

    4 weeks ago

    Sydney, Australia Pope Recruitment Pty Ltd Full time

    **IT Support Technician Needed - Pitt Street, NSW** Pope Recruitment is looking for a proactive and knowledgeable IT Support Technician to provide essential technical support on Pitt Street, NSW. This position is ideal for someone who excels at troubleshooting hardware and software issues and is passionate about ensuring optimal IT system performance. If...

  • Service Desk Analyst

    1 week ago

    Sydney, Australia Norton Rose Fulbright Full time

    Description About us Norton Rose Fulbright is a leading global firm that delivers legal services to multinational blue-chip companies and government bodies. Access to cutting edge and high-availability technology is crucial to enabling our lawyers and other staff to deliver those services and remain competitive, meaning our team is continually...

  • Service Desk Manager

    4 weeks ago

    Sydney, Australia Hamilton Barnes Associates Full time

    $130,000 + Benefits Sydney, New South Wales Permanent Enterprise Enterprise Networking We're seeking an organized and proactive individual to take on the role of Service Desk Manager, overseeing the establishment and ongoing management of our MSP client's service desk function! As a Service Desk Manager you'll play a pivotal role in ensuring the...

  • Service Desk Lead/service Operations

    4 weeks ago

    Sydney, Australia Balance Recruitment Full time

    This government agency is located in the centre of metropolitan Sydney. They are looking for an IS Service Desk Lead to manage a team of 3 staff. - Start ASAP in a contract till end June 2023 - Generous daily rate - Office based role This contract role will see you manage a team of 3 technical specialists responsible for the operational maintenance of the...

  • Service Desk L1 Technician

    1 month ago

    Sydney, Australia Milestone Technologies, Inc. Full time

    **Company Overview**: Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for...

  • Service Desk L1 Technician

    4 weeks ago

    Sydney, Australia Milestone Technologies Full time

    Company Overview: Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance based culture and for...

  • Service Desk Analyst

    4 weeks ago

    Sydney, Australia Pickles Auctions Full time

    Service Desk Analyst **Location**: Sydney City Employment Type: Full-Time Permanent Department: Digital - Operations - Service Desk **WHY WORK FOR PICKLES** - Hybrid work - Stable and positive workplace team and culture - Training and development provided **ABOUT THE ROLE** *** We are looking for a customer service focused IT Service Desk Analyst to...

  • IT Service Desk Specialist

    4 weeks ago

    Sydney, Australia Spring Professional Full time

    Large Fianancial Services Organisation - Hybrid - Sydney Based We are looking for an IT Service Desk Analyst to join our clients Sydney team. They are one of the largest financial institutions in the world, offering a broad range of financial services, including banking, securities, trust and asset management, credit card, private banking services, venture...

  • Service Desk Agent

    4 weeks ago

    Sydney, Australia Inview Consulting Full time

    6 month contract with view to go permanent - Opportunities for learning and growth - Amazing environment Our client, a highly successful Managed Service Provider, has undergone fantastic growth over the years. They have seen success for over 30 years in Australia and continue to flourish. This is a Service Desk role within the Service Centre. The Service...

  • Associate Account Director

    7 days ago

    Sydney, Australia The Trade Desk Full time

    The Trade Desk is changing the way global brands and their agencies advertise to audiences around the world. How? With a media buying platform that helps brands deliver a more insightful and relevant ad experience for consumers -- and sets a new standard for global reach, accuracy, and transparency. We are proud of the culture we have built. We value the...

  • Service Desk Analyst

    4 weeks ago

    Sydney, Australia Talent International Full time

    australia sydney contract au$300 - au$350 per day**A prestigious Financial Services provider is seeking a Service Desk Analyst to join their team on an initial twelve month contract.** **To be successful in this role you will need**: - Demonstrated experience providing helpdesk / service desk support within medium to large enterprise environments - Proven...

  • Technical Service Desk Manager

    4 weeks ago

    Sydney, Australia HOLT EXECUTIVE Full time

    New South Wales, Sydney, Australia - $140000 - $160000 per annum, Benefits: Annual Bonus + Pension + Benefits - Permanent - V-32073 Holt Executive are currently partnered with a Global Satellite Connectivity Organisation, a market leader in providing voice and high-speed data communications to a number of critical industries. With massive recent investment...

  • Graduate - IT Service Desk Specialist

    4 weeks ago

    Sydney, Australia Spring Professional Full time

    Large Global Fianancial Services Organisation - Graduate Role - Sydney Based We have a great opportunity for an IT graduate to join one of the largest Global financial institutions in an IT Service Desk Analyst role. They offer a broad range of financial services, including banking, securities, trust and asset management, credit card, private banking...