Junior Service Desk Analyst

**Job no**: 495253

**Work type**: Permanent - Full time

**Location**: Sydney

**Categories**: Corporate Services

**Job title**

Junior Service Desk Analyst

**About Allens**

As a leading law firm with a respected and established brand, our Corporate Services and Innovation & Digital Solutions teams have the opportunity to work at the cutting edge of technology, workplace culture, process improvement, business strategy and growth. With Allens, you'll have the opportunity to identify and set new standards of excellence for the profession, and play a vital role in delivering services to our clients that are responsive, innovative and focused on their needs. You'll be empowered to find operational efficiencies and drive changes that make a real impact on our clients, people and communities. With a heritage spanning 200 years, shaping the future is in our DNA and our alliance with Linklaters connects our clients and teams with an international network of legal leaders that spans 37 offices in 23 countries.

We value personal growth and career progression equally. Through our in-depth career coaching, focus on innovation, and international secondment program, we aim to create future leaders in the legal industry.

**Your role**

Customer service duties will include, but are not limited to:

- Assisting Partners and staff with any problems and queries regarding the use of IT hardware, software and other equipment
- Technical troubleshooting and problem resolution
- Various network and administrative tasks: upgrades, rollouts, documentation, floor walking, office moves, etc
- AV and VC setup and assistance
- Phone support
- Hardware support
- Incident management (ITIL framework, root cause analysis, continuous improvement)
- Asset management (ITIL framework, data integrity and records maintained).

To deliver high quality customer service to support the firm, all Service Desk Analysts once skilled within the role, need to be willing to work on a 24x7 after-hours support rotating roster (including weekends). Allens remunerates our Service Desk Analysts for the on-call roster.

The technologies we use include all computer systems, with an emphasis on Document Management Systems (iManage), Windows 10 (SOE), MS Office 365, MS Outlook, MS Teams and Teams Calling, Headsets (Poly), Audio Visual / Video Conferencing systems (MS Teams native / Crestron hardware), and Apple devices with MDM management.

**About you**

We are looking for a motivated individual seeking their start in IT as a full-time permanent Junior Service Desk Analyst in our Sydney office. You will be responsible for the delivery of end user and systems operations support and join a supportive IT team. This is an excellent role for someone who loves customer service, has a passion for IT and is looking to jump start their IT journey in a culture fostering growth, at a top-tier, global employer of choice.

To succeed in this role you will need the following:

- Customer service skills
- Customer facing experience is ideal, but not necessary
- Willingness to learn and grow
- Exposure to Windows 10, MS Office 365, MS Teams and Teams Calling is ideal, but not necessary
- An eagerness for technical troubleshooting
- Enthusiasm to thrive in a busy, fast-paced environment and be able to manage and prioritise multiple tasks and operate calmly under pressure
- A mindset towards technical, analytical and problem solving skills
- Teamwork and interpersonal skills

**Your development**

In joining Allens, you will receive unparalleled learning and development opportunities. You will be challenged, supported and guided as you learn and develop, and will be encouraged to grow. We foster greatness, and will coach and support you to meet your goals and aspirations.

Our unique Career Deal allows you to take control of your career and provides a transparent approach to career development. Our international alliance with Linklaters means we are able to support secondments all over the world.

**Our perks**

Our benefits include:

- Financial: market competitive fixed remuneration; salary continuance insurance, employee recruitment referral program, discounts at hundreds of suppliers including retail outlets, health and travel insurance, charity matched funding program.
- Health and wellbeing: fully subsidised gym memberships, annual flu vaccinations, skin checks, in-house snacks and catered meals, subsidised sporting and social activities, emergency childcare, Employee Assistance Program including confidential counselling, wellbeing coaching and financial coaching for employees and their families and regular wellbeing sessions with our in-house consulting Psychologist.
- Flexibility: hybrid and flexible working arrangements to support you in your work and life commitments and passions, equipment to support working from home.
- Leave: ability to purchase additional annual leave, access to an enhanced, inclusive and flexible parental leave policy - 26 weeks paid parental