IT Support Specialist

4 weeks ago

Melbourne, Victoria, Australia Slater and Gordon Full time
Job Title: IT End User Support Analyst

Slater and Gordon Lawyers are a leading personal injury and class actions law firm where every member of our team has a shared passion for our clients: we are people caring for people.

We are committed to creating an inclusive workplace that values diversity and ensures equal opportunities for all. S+G is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

We are seeking a highly skilled IT End User Support Analyst to join our National Information Technology (IT) team. This Level 2 Support role will oversee several key functions within the End User Support team, enabling the delivery of a high-quality service to internal stakeholders.

Key Responsibilities:

  • Communicate with internal stakeholders via phone, email, and face-to-face to help resolve technical issues
  • Resolve Level 2 tickets within service level agreement period
  • Take phone calls escalated by the Service Desk and provide on-call resolution
  • Provide technical support and guidance to resolve End User computer hardware and software problems
  • Work in conjunction with project managers to coordinate the continual upgrading of IT systems
  • Perform health checks on hardware
  • Build new computers and maintain the IT stock on-site
  • Assist with IT projects by performing tasks and implementation
  • Maintain and produce knowledge articles and share with the wider team

Requirements:

  • At least 2+ years experience in a service desk role
  • Experience training and mentoring junior staff
  • Strong understanding of technical issue resolution workflow and systems
  • Technical troubleshooting and providing support in a Windows environment, basic network, and Client Service
  • Strong communication skills, both written and verbal
  • Exceptional focus on end user experience and service
  • Self-driven, competitive and passionate about business development
  • Ability to interact in a professional manner and build relationships with a broad range of people

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