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Service Desk Technician
3 weeks ago
**About the opportunity**
The team provide technical support 24 hours a day, 5 days a week, split between the team in Australia and the UK. Each team supports their own time zones working a rotational shift pattern that includes some public holidays.
The position is to be based in Melbourne with occasional travel required to other Australian offices.
**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 (ASM) 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 enable those teams 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 or suggestions for improvement, attending team meetings and relevant training sessions
- Report ongoing problems and issues requiring escalation to your Manager to ensure timely resolution, including raising awareness of repeat incidents
- 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
- An experienced IT Support Technician with an IT related degree / qualification / accreditations or equivalent experience
- Qualification and/or experience of working within an ITIL framework will be highly regarded
- Experience working within an IT Support environment, preferably in a professional services environment
- Have gained 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
**Why join Pinsent Masons?**
**We have a global reach and a local feel **. With 28 offices and 1500 lawyers operating across the Americas, Asia Pacific, Europe, Africa and the Middle East, you'll be exposed to domestic, international and multi-jurisdictional high-profile work, yet be in an office where everyone knows your name.
**We do things a bit differently **. Legal services are at the core of our business, however we have diversified into other areas providing complimentary services to clients through offerings like Vario flexible services.
**We like to be flexible. **Our firm is professional but also relaxed, you can dress for your day and in your own style. We also promote practices that support wellbeing, mental wellness and work/life balance so that everyone can thrive at work and at home.
**We're lots of fun and very inclusive **. Proud of our leading reputation for diversity and inclusion, we have created an open environment where everyone can bring their whole selves to work. You'll also have plenty of opportunities to participate in, and even run, social activities, diversity and inclusion networks, and charitable in
