Service Desk Analyst

**Job no**: 495280

**Work type**: Permanent - Full time

**Location**: Sydney

**Categories**: Corporate Services

**About Allens**

Allens is a leading international law firm with a proud 200-year heritage of shaping the future for our clients, our people and the communities in which we work. From playing a pioneering role in the development of legislation and regulatory frameworks in the Asian region, to acting on numerous 'firsts' across a range of industry and community issues, it is in our DNA to make a difference and help shape what our world looks like. Our alliance with Linklaters connects our clients and teams with an international network of legal leaders that spans 41 offices in 26 countries.

We value personal growth and career progression equally. Through our in-depth career coaching, focus on innovation, and international secondment program, we aim to create future leaders in the legal industry.

**Your role**

The services provided by our IT Service Desk team includes: ad-hoc end user and desktop support via the Service Desk, through phone calls or in person; systems operations, records administration as well as second level technical support.

Customer service duties will include, but are not limited to:

- Assisting Partners and staff with any problems and queries regarding the use of IT hardware, software and other equipment
- Technical troubleshooting and problem resolution
- Various network and administrative tasks: upgrades, rollouts, documentation, floor walking, office moves, etc
- AV and VC setup and assistance
- 1st and 2nd level phone support
- Incident management (ITIL framework, root cause analysis, continuous improvement)
- Hardware support
- Asset management (ITIL framework, data integrity and records maintained).

To deliver high quality customer service to support the firm, you will need to be willing to work on a 24x7 after-hours support rotating roster (including weekends). Allens remunerates our Service Desk Analysts for the on-call roster.

The technologies we use include all computer systems, with an emphasis on Document Management Systems (iManage), Windows 10 (SOE), MS Office 365, MS Outlook, MS Teams and Teams Calling, Headsets (Poly), Audio Visual / Video Conferencing systems (MS Teams native / Crestron hardware), and Apple devices with MDM management.

The salary for this role is between $65,000 - $80,000 package, dependant on experience.

**About you**

We are looking for an experienced full-time permanent Service Desk Analyst to join our Sydney office. You will be responsible for the delivery of end user and systems operations support and join a supportive IT team. This is an excellent role for someone who loves customer service, has a passion for IT and is looking for the next step in their journey at a top-tier, global employer of choice.

To succeed in this role you will need the following:

- Exceptional customer service skills
- Experience in Windows 10, MS Office 365, MS Teams and Teams Calling
- Document management system experience
- Strong technical troubleshooting skills
- Service Desk and audio-visual experience
- The ability to thrive in a busy, fast-paced environment and be able to manage and prioritise multiple tasks and operate calmly under pressure
- Strong technical, analytical and problem solving skills
- Excellent teamwork and interpersonal skills

**Your development**

In joining Allens, you will receive unparalleled learning and development opportunities. You will be challenged, supported and guided as you learn and develop, and will be encouraged to grow. We foster greatness, and will coach and support you to meet your goals and aspirations.

Our unique Career Deal allows you to take control of your career and provides a transparent approach to career development. Our international alliance with Linklaters means we are able to support secondments all over the world.

**Our perks**

Our benefits include:

- **Financial**: market competitive fixed remuneration; salary continuance insurance, employee recruitment referral program, discounts at hundreds of suppliers including retail outlets, health and travel insurance, charity matched funding program.
- **Health and wellbeing**: fully subsidised gym memberships, annual flu vaccinations, skin checks, in-house snacks and catered meals, subsidised sporting and social activities, emergency childcare, Employee Assistance Program including confidential counselling, wellbeing coaching and financial coaching for employees and their families and regular wellbeing sessions with our in-house consulting Psychologist.
- **Flexibility**: hybrid and flexible working arrangements to support you in your work and life commitments and passions, equipment to support working from home.
- **Leave**: ability to purchase additional annual leave, access to an enhanced, inclusive and flexible parental leave policy - 26 weeks paid parental leave with no minimum service for permanent employees and high quality executive co