Help Desk Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeSupport Full time $80,000 - $100,000

About this role – an exciting opportunity to join our team as a Service Desk Analyst on a casual basis up to 38 hours per week.

You will serve as the primary on-site contact point for end-users ensuring service excellence through on-site AV and technical support troubleshooting and active contribution to the operation and enhancement of IT services while maintaining compliance with IT policies and procedures.

Key Responsibilities
  • Customer Support: Deliver high-quality on-site customer service including meeting room setups and hands-on technical assistance.
  • Troubleshooting: Troubleshoot hardware software and network issues escalating complex problems to the relevant IT teams when necessary.
  • Service Desk Management: Maintain accurate service desk records including incident logs asset tracking and knowledge base entries.
  • IT Asset Management: Manage on-site IT asset inventory including regular stocktakes and reporting.
  • User Access Management: Provision and deprovision user access for onboarding offboarding and staff role changes.
  • Maintenance: Manage ad hoc maintenance hardware or software activities requiring on-site presence.
  • Communication: Communicate effectively with users team members and stakeholders to provide timely updates and resolutions within the SLA period.
  • Process Improvement: Contribute to process improvement by identifying recurring issues and suggesting enhancements.
  • Compliance: Ensure adherence to IT policies procedures and best practices.
Requirements
  • Education: A Bachelor's degree in Information Technology Computer Science or related field.
  • Skills: Sound knowledge and understanding of Practice Management and Document Management systems.
  • Certification: ITIL certified desirable.
  • Experience: A minimum of 2 years' experience in a similar role in a legal environment.
  • Software Knowledge: Aderant iManage Work and O365 experience highly desirable.
About Our Culture

We are a collaborative supportive and down-to-earth organization that invests in our people and empowers them to bring their best selves to work. We promote a diverse and inclusive environment with a strong focus on wellbeing leadership and development.

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