IT Service Desk Technician

**About the opportunity**

We have an exciting opportunity for an enthusiastic, service driven and flexible Service Desk Technician to join our Technology Services team in this Melbourne based role.

As the first line of support for the IT team, you will be responsible for monitoring and responding to requests received via a centralised IT Service Desk telephone system and web portal Helpdesk system. The role will enhance the current team of professionals with a strong reputation throughout the firm for providing excellent customer service.

**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 (Halo) 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 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 for improvement and reporting issues or repeated incidents, attending team meetings and relevant training sessions
- 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
- Experience working within IT Support in a professional services environment, law firm ideal
- An experienced and degree-qualified IT Support Technician with qualifications and/or experience working within an ITIL framework
- 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.
- **Work Rights**: Valid Right to Work in Australia. Visa sponsorship is not available for this position.

**About Pinsent Masons**

Pinsent Masons is a multinational global professional services firm with a purpose - to make business work better for people. We empower our people to question how things are done and to be bold in their ideas. To encourage this we provide an environment where you can drive your career development, work flexibly and learn fast.

While legal services are at the heart of what we do, we are at a firm with a diverse array of teams and skillsets. We are a firm that relies on the work of our talented business operations teams in information technology, finance, business development and human resources to continue to drive the growth we have experienced since arriving in Australia in 2015.

With offices in Melbourne, Sydney and Perth, we work on major projects and matters that are driving the building of key infrastructure and the transition to renewable energy across Asia Pacific. You will collaborate with our teams across the United Kingdom, Europe, Middle East, Asia and Africa and you will be supporting the work of 2000 lawyers widely considered to be leading light