Service Centre Analyst

Business Support
- Melbourne
- Permanent / Full Time
- A truly flexible workplace - we call it "Your Work, Your way"
- Join a growing, fun, fast paced and supportive team
- Work at a well regarded National Law firm

**About you**

As the onsite TSS (Technology Services & Solution) Service Centre support Analyst in our Melbourne office, you will be a team player who provides exceptional customer service by responding to requests, either in person, by telephone or via the Helpdesk ticketing system.
To be successful in this role, you will demonstrate the following skills and experience:

- 3+ years in a level 1/2 Helpdesk Support role.
- Experience in all Microsoft Windows Operating Systems, Office 2016 and above, Windows Domain Services and SCCM.
- Practice Management system, Microsoft Teams and iManage/FileSite experience is highly desirable.
- Knowledgeable in desktop, workstation and notebook computers, servers, network protocols, network configuration, switching and routing.
- Experience troubleshooting video conferencing rooms using Crestron Flex devices will be highly regarded.

**Your role**

This is an exciting time to join our team in Melbourne and this role will see you provide timely advice to our legal practice groups.
The key responsibilities include but are not limited to:
**Operations**
- Provide support to the TSS Service Centre team in responding to requests, either in person, by telephone or via the Helpdesk ticketing system.
- Perform first-level diagnosis and troubleshooting support to end-users related to the firm's computer hardware, software, mobile devices and technical tools and products.
- Ensure that allocated tasks and requests are actioned and communicated in a timely, efficient, and professional manner, learning and using appropriate methodologies to support our high level of customer service.
- Escalate issues to the TSS Service Centre Supervisor and second level support as required.
- Set-up new employees as directed, including issuing assets, ensuring that all appropriate policies and procedures are adhered to.
- Processing departing employees as directed, ensuring that all appropriate policies and procedures are adhered to.
- Provide support in the set-up and management of IT equipment for firm meetings and events
- Image PCs using the Gadens' Standard Operating Environment.
- Monitor incidents and requests and liaise with support teams to drive resolution and maintain communication with relevant stakeholders.
- Management of firm IT assets, including maintenance of appropriate registers.
- Provide training in the operation of IT assets and services as necessary.
- Document records to identify issues, known errors and related procedures.
- Resolve hardware fault, including printers, desktops, laptops, docks, mobile phones, and monitors.
- Communicate with key personal when firm wide issues arise.

**Office**
- Look after the office IT Equipment
- Set up new starter equipment
- Manage Stock levels
- Maintain Printer fleet
- Onsite for any building outages as required.

**Security**
- Ensure that the security of the firm's services are maintained in accordance with best practice and the firm's policies and procedures.

**Documentation, Processes and Procedures**
- Review and improve appropriate TSS Service Centre procedures and operation documents to ensure that they are up to date and are being followed correctly.

**Reporting**
- Provide Helpdesk supervisor with timely updates on:

- Outstanding tickets
- Escalate trending tickets
- AV meeting setups / client floor requirements

**About Gadens**

Gadens is a leading, independent Australian law firm, with a clear vision and strategy for the future. We help people achieve their purpose in a complex world, by leading by example, inspiring others, innovating, and building something we are all proud of. We are repeatedly recognised as a leading legal service provider in the Chambers Asia Pacific and The Legal 500 Asia Pacific legal directories, and many of our partners and special counsel are recognised as leaders in their areas of law.
At Gadens, we:

- develop and inspire our people
- do the right thing and make an impact
- work with quality clients in our chosen markets
- solve problems with people and technology working seamlessly together
- are a widely recognised and respected brand.

**What we offer**

We offer:

- Progressive and market-leading Parental Leave support including:

- 30 weeks' Paid Parental Leave
- Superannuation contributions while on Parental Leave, for up to 52 weeks (based on 5 days/week, regardless of your working days)
- An external coach to support our people through the various stages of the parental leave journey (Launch, Leave and Landing)
- A supported and staggered return
- Budget relief for fee earners upon landing/return
- Support and paid leave for Surrogacy and IVF treatment
- a friendly, down-to-earth, and supportive team environment
- ongoing professional development opportunities
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