Service Desk Technician

1 month ago

Sydney, Australia Hall & Wilcox Full time
  • Permanent full time role
  • Competitive on call allowance
  • Access to ongoing training and development of technical skills
  • Free daily breakfast and social events
  • Genuine commitment to diversity and inclusion across the firm

More information about our HW benefits can be viewed here: bit.ly/HWbenefits

About the role and team

We have an opportunity for a Service Desk Technician to join our Technology team based in our Sydney office.

As a Service Desk Technician, you will provide systems support nationally and desktop support for the Sydney Office.  You will act as the first point of contact to efficiently investigate, resolve and provide a high level of customer service for a variety of technology related service requests.  

The working hours for this role are 9.30 am – 6.00 pm.

This role forms part of our national Technology team of 20 people nationally.

Key responsibilities

You will be responsible for:

  • responding to user inquiries by following service desk procedures;
  • provision of support across a range of hardware and software, at level 1 and level 2;
  • ensuring all user requests are logged in service desk system;
  • identification of problems/issues which require additional expertise;
  • coordinating the timely provision of service desk support services;
  • communication to users as to the progress of their inquiries from receipt to closure of the call;
  • advising users about service desk and operational support facilities and procedures;
  • identifying and advising the Service Delivery Manager of recurrent user inquiries; and
  • updating and maintaining the call-log to ensure accurate recording of all calls received.

Skills and experience

We are keen to hear from candidates with the following skills and experience:

  • at least one year of experience as a Service Desk Technician or in a similar role within a professional services environment;
  • tertiary qualification in Information Technology or a related discipline;
  • excellent customer service skills;
  • strong organisational skills;
  • strong attention to detail;
  • excellent verbal and written communication skills;
  • self-motivated, decisive, with the ability to adapt to change and competing demands; and
  • ability to work well independently as well as productively within a team.

About us

Hall & Wilcox is a leading independent Australian law firm.  We are a firm of more than 1000 people, including over 130 partners, delivering outstanding legal services to corporate, public sector and private clients, both Australian-based and those offshore doing business in Australia. Our purpose is to enable our clients, our people and our communities to thrive.

Some of our recent awards and citations include:

  • Law Firm of the Year at the 2022 and 2023 Lawyers Weekly Australian Law Awards;
  • Law Firm of the Year (101-500 Lawyers) and Diversity Initiative of the Year at the 2022 Australasian Law Awards;
  • Ranked third in the Lawyers Weekly Top 25 Attraction Firms for 2022 and 2023;
  • Employer of Choice Gender Equality citation from the Workplace Gender Equality Agency (WGEA) for 2021, 2022 and 2023; and
  • Best Law and Related Services Firm ($100m-$200m revenue) and Best Professional Services Firm ($100m-$200m revenue) at the 2023 Client Choice Awards.

Our culture

We are known for having a great culture that is warm and welcoming, progressive, inclusive and supportive, and that is underpinned by our enduring values - known as Hallmarks.

We are also renowned for Smarter Law, which means we look beyond the status quo to think differently and find solutions that are better and faster. 

At Hall & Wilcox, we promote a workplace that actively seeks to include, welcome and value unique contributions of all people. We encourage applications from candidates of all cultural backgrounds, including Aboriginal and Torres Strait Islander candidates.

For more information about Hall & Wilcox please visit our website.

How to apply

Please click apply to submit an application.

We are committed to being inclusive, and to supporting candidates with disability so that every candidate is offered a fair, equitable and supportive recruitment experience. If you require any support to complete your application, or if you have any questions, please contact Nicole Hartigan, Senior People & Culture/Talent Acquisition Advisor at nicole.hartigan@hallandwilcox.com.au 

This vacancy is being managed directly by the Hall & Wilcox Talent Acquisition / People & Culture team. We will contact our preferred agency partners should we require any assistance.

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