Service Desk Technician
$85000 per annum
Sydney - North
Permanent
About the role:
- 5 days onsite, in a law firm.
- Previous experience working in courts or law firm is preffered
- Experience in iManage is manadatory.
- Looking for a confident communicator with the ability to engage with a varied employee and stakeholder audience
- Someone who is Enthusiastic, willing to learn and passionate about a career in technology.
As the first line of support for the IT team, you will be responsible for monitoring and responding to requests received via a centralised IT Service Desk telephone system and web portal Helpdesk system. The role will enhance the current team of professionals with a strong reputation throughout the firm for providing excellent customer service. The right candidate must be enthusiastic, motivated, service driven and flexible.
The team support a large number of applications including MS Office 2010 - 2016, iManage (Document Management System), Active Directory, OneDrive., and MS Teams.
Key areas of Focus:
- Provide support via telephone (via remote control software) for all Pinsent Masons mobile devices and software applications to ensure quick resolution of all technical issues.
- Whilst maintaining awareness of the time sensitive nature of the support requests, create an opportunity to understand the task being completed and provide appropriate advice / and or training on the most efficient method for task completion
- Log all Incidents / Service Requests / Queries into the Service Management Service Desk software (ASM) to ensure that statistics and analysis of all calls can be made
- Utilise the knowledge base, call management and traceability features of ASM to ensure that information learned can be reused for future calls and document methods
- Promote the use of the self-service web IT Portal to log incidents, directing customers to the portal
- Answer all phone calls and web portal tickets, defining as Incidents / Service Requests / How Do I, keeping customers up-to-date with the progress of their request
- Provide back up support to 2nd Line teams with testing, including supporting any project rollouts that require IT support resources in the Australian offices
- Work with other teams within the Technology Department to achieve call resolution providing detailed and precise information to enable those teams to ensure a prompt resolution
- Update all IT Support records accurately with clear concise details, including proposing Knowledge Base entries
- Complete IT administration tasks such as starters/leavers, share mailboxes and data management
- Manage third-party suppliers when escalating technical issues
- Liaise regularly with team and Manager regarding ideas or suggestions for improvement, attending team meetings and relevant training sessions
- Report ongoing problems and issues requiring escalation to your Manager to ensure timely resolution, including raising awareness of repeat incidents
- Ensure IT security practices and processes are followed by customers and clients in line with the Firm's Information Security Acceptable Use Standard (AUS) and all other IT policies and procedures.
You will be:
- An experienced IT Support Technician with an IT related degree / qualification / accreditations or equivalent experience
- Have gained at least 2 years experience working with the following:
- Microsoft Windows operating systems
- Microsoft Office Suite to Advanced level
- Citrix / remote access/ VPN
- Mobile devices and MDM systems
- Working within IT support in corporate environment
- Service Desk Call Logging System
If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button. For further information please contact Roviana Sequeira at Clicks IT Recruitment on +61 437 731 191.
At Clicks, we embrace diversity, inclusion, and equal opportunity.
Job Summary
Pay:
$85000 per annum
Location:
Sydney - North
Job Type:
Permanent
Specialisation:
Help Desk/Support
Reference ID:
BBBH75573
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