Service Desk Analyst

About this role
- Award winning national private practice
- A firm with a strong reputation for having an authentic and inclusive culture
- Supportive and collaborative team environment
- Onsite

**About the Company**

Lander & Rogers is a leading independent law firm, with offices in Melbourne, Sydney, Brisbane, Canberra and global reach. Our focus is on innovating the client experience and leading change in legal service delivery. We are also committed to supporting our communities through our pro bono work.

**About the Role**

Reporting to the Service Desk Supervisor, you will provide high-quality first and second level IT support to meet the needs of our growing business, ensuring all Service Desk requests are handled in a polite, friendly and helpful manner. You will review, analyse and identify the nature and key causes of Service Desk queries with view to reducing overall volume.

Our Service Desk operates 8am - 6pm Monday - Friday and its team members work on a rotating 8-hour day shift.

The Service Desk also provides afterhours support, weekday evenings (6pm - 9pm) and weekends (9am - 5pm) which team members also work on an on-call basis via rotating shifts.

**Responsibilities**
- Triage and prioritisation of incidents and requests in line with the Service Level Agreements
- Support a variety of enterprise and legal specific apps, such as O365, iManage, Mimecast, Aderant, Caseflow etc
- Hardware support for printers, VC equipment, laptops, mobile phones and other peripherals
- Creation of knowledge base documentation for both the Technology team and end-users
- Provisioning of new equipment such as laptops and mobile phones
- Timely escalation of incidents and problems to other Technology teams and 3rd party vendors
- Dedication to service delivery excellence though ongoing commitment to improving the Service Desk team
- Follow ITIL processes for incident, problem and change
- Account administration using Active Directory & other tools
- Management of assets within the CMDB

**About You**
- Be able to work during the operating hours of the Service Desk noted above
- Relevant studies and an ITIL Certification is desirable
- An understanding of practice management and document management systems, such as Aderant and iManage Work, whilst not essential is highly desirable
- Experience in asset management and ticket management system
- A good understanding of PC hardware and Windows operating systems and a knowledge of remote working solutions, eg. VPNs and mobile technology
- Excellent communication, customer service skills and attention to detail
- Highly motivated; willing to continually update knowledge and skill sets
- Enjoy working and communicating in a team environment and are comfortable working independently without supervision when required
- Ability to identify business impacting incidents and escalate according to the escalation process

**Culture**

People choose Landers for our down-to-earth, collaborative and supportive culture. We invest in our people and empower them to bring their best selves to work, both personally and professionally. We promote a diverse and inclusive environment with a strong focus on wellbeing, leadership and development.

**Benefits**
- Additional leave: take a moment to stop, reflect and reenergise each year with up to five weeks of paid annual leave plus an annual wellness day
- Home office, fitness & wellness allowance: enjoy the flexibility to fit out your home office or support your health and wellbeing with an annual $250 allowance.
- Tech discounts: access corporate discounts on DELL computer products to have the latest personal gadgets at your disposal

**How to apply**

Lander & Rogers is an equal opportunity employer that embraces diversity and inclusion.

Job details

**Job reference**:

- LR/1873189Q

**Location**:

- Melbourne

**Job type**:

- Full Time

**Job category**:

- Business Services

**Date posted**:

- 28-Jul-2025