Service Desk Analyst

Location: Canberra, Sydney 

Contract Type: Permanent 

MinterEllison is one of Australia’s largest law firms, with nearly 200 years of business history.  We're known for our legal and consulting expertise - and for our inclusive and authentic character.

Our purpose is to create sustainable value with our clients, people and communities.  That means we have a proud history of providing excellence to clients, nurturing our people and giving back to the communities in which we live and work.

We value excellence, curiosity and collaboration.  Clients rely on us for our responsive, commercial approach.  Our clients include government departments and agencies, private and publicly listed companies, and small and large businesses in Australia and overseas.  

As a highly valued employee we will also provide you with a wide range of benefits. To view our benefits, please copy this link into your browser https://www.minterellison.com/-/media/Minter-Ellison/Files/Careers/Employee-Benefits-Brochure-2023.ashx

The Role

A permanent opportunity is available in our Canberra office for an IT Service Desk Analyst with a customer centric approach to join our dynamic team with flexible working arrangements available. This role serves as the primary conduit for all technology-related queries and requests, including the identification of recurring support incidents, aiding in problem resolution, and escalating to other technology teams as necessary. This position functions within a rotating 8-hour shift roster, aligning with the current office hours of 7.00am to 8.00pm on weekdays and non-national public holidays.

In this role you will have the opportunity to:

• Oversee service desk operations, including monitoring of telephones, and service portal requests coming in from all offices
• Respond to IT service desk calls within agreed service level timelines
• Resolve help desk incidents within stipulated service level timeframes
• Document all incidents and requests , their resolution details in the IT Service Management system
• Conduct regular follow-ups on outstanding incidents and requests and manage work queue efficiently
• Assume ownership of escalated incidents, ensuring thorough follow-up until resolution
• Identify recurring incidents, contributing to problem resolution and training needs analysis
• Manage equipment loans, including scheduling with clients, issuing equipment, and overseeing returns
• Create user accounts across various software applications
• Communicate technology information to the business, utilising approved templates and protocols
• Explain technology policies and procedures to clients clearly and effectively
• Understand wider firm operations to provide informed and helpful referrals of clients to other divisions as necessary
• Create and maintain records on the technology services knowledge database
• Carry out various administrative tasks, including daily help desk procedures

More About You

• Proficient in Microsoft applications
• Advanced skills in Microsoft Word
• Experience in troubleshooting and supporting email software
• Familiarity with a help desk call management system
• Understanding of network/application administration tasks, including creating user accounts, changing passwords, and adjusting access levels
• Basic knowledge of voice technology, including PABX and mobile systems
• ITIL certification or familiarity with ITIL principles
• Strong verbal and written communication skills including the capability to translate technical information into layman's terms.
• Capacity to maintain composure under pressure and manage challenging clients or situations
• Robust analytical and problem-solving competencies.
• Collaborative who contributes innovative ideas within a team context.

Why MinterEllison

We offer flexible working options to encourage balance, wellbeing and support for sustainable ways of working and a range of social, financial and health benefits, including free gym membership - all with no minimum tenure.

We encourage applications from people of all ages, abilities, cultural backgrounds, genders (including trans or gender diverse), LGBTQ+ people and those with carer responsibilities. We particularly encourage Aboriginal and Torres Strait Islander people to apply.

How to Apply

We prefer to connect with people directly, so please submit your CV by clicking on the 'Apply' button. We encourage all applications, including if you do not meet the criteria listed for the role. Your application will also enable us to consider you for other opportunities that may be available at MinterEllison.

If you would like further information, require any adjustments throughout the recruitment process or for a confidential discussion, please contact [email protected].