Digital Workplace Analyst

4 days ago

Sydney, Australia ACS Foundation Full time

**About Us**

As one of the world’s leading international law firms, we advise many of the largest and most ambitious organisations across all major regions of the globe. With over 2,500 lawyers in our team, we proudly operate throughout our global network of offices across Asia Pacific, Europe, the Middle East, and North America. We are at the heart of the new global business landscape providing premium quality, full-service legal advice.

We recognize that the success of our business and our clients rely on the skills, knowledge, and ideas of all our people. Our environment is one in which high performance is expected, in return, we will provide you with rewards and opportunities tailored to your personal and professional goals.

**Key Responsibilities**
- Providing quality first-level phone support to all staff nationally, by logging into helpdesk phone queue at all times during a shift, and resolving customer requests - always with a very customer-serviced approach.
- Logging all customer requests into the ServiceNow incident management system. Any incidents that cannot be resolved on the First Contact must be escalated to the appropriate second-level team.
- Management of own incident queue within ServiceNow, to ensure all non-closed requests are resolved as quickly as possible.
- Participating in any required project work, for example, rollouts or software upgrades.
- Putting forward suggestions for team improvement, for example, writing documentation on any required processes or procedures.
- Partnering strongly with other groups in IT, particularly the second-level team.
- Complying with WHS obligations and responsibilities in accordance with the requirements for this role as set out on the intranet.

**Qualifications, Skills, and Experience**
- Ideally someone with at least 1+ years' proven experience in a customer services role within another large corporate or international organisation.
- Strong communicator - both verbal and written.
- Interest in developing IT technical knowledge, demonstrated by ongoing studies or qualifications in Information Services or equivalent.
- Ability to fully own customer requests, and see through to complete closure.
- Team player
- Initiative
- Ability to efficiently prioritise work
- Attention to detail

**This role amounts to $55,940.56 including superannuation for a Graduate working 12 months full-time.**

**Job Types**: Full-time, Permanent, Graduate

**Salary**: $55,940.56 per year

Schedule:

- 8 hour shift
- Afternoon shift
- Day shift
- Monday to Friday
- Morning shift

Ability to commute/relocate:

- Sydney, NSW: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- What describes your current visa status?

Work Authorisation:

- Australia (required)

Work Location: In person

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