IT End User Support Analyst

2 weeks ago

Melbourne, Australia Slater and Gordon Full time

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.

Our commitment to our people includes offering genuine work-life balance, with a hybrid work environment allowing them to split their time between home and the office. We recognise and reward high performance and have outstanding employee benefits including an extra week of annual leave, 18 weeks paid parental leave, extra-long service leave together with various ongoing learning and professional development opportunities.

Covered by our Enterprise Agreement, this position will also enjoy access to additional paid service leave, a confirmed 1 July salary increase, an annual wellness reimbursement, career development opportunities, and much more.

**We are also pleased to let you know that Slater and Gordon were ranked in the Top 25 Attraction Firms in the annual Lawyers Weekly Legal Firm of Choice Survey for 2023-24.**

**_ Acknowledgement of Country_**_ _**Slater and Gordon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all First Nations peoples today.

**What are we looking for?**

An opportunity to join the National Information Technology (IT) team is now available. This Level 2 Support role as IT End User Support Analyst oversees several key functions within the End User Support team that enable the delivery of a high-quality service to internal stakeholders, and to ensure Service Support and Service Delivery processes are being followed to meet the business needs. This is a Permanent Full-Time opportunity based in our Melbourne office.

During a typical day, you can be expected to:

- 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
- Working 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.
- Assisting with IT projects by performing tasks and implementation.
- Maintain and produce knowledge articles and share with the wider team

**What will you bring?**
- 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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