It Service Desk Technician
vor 1 Monat
About the opportunity
We have an exciting opportunity for an enthusiastic, service driven and flexible Service Desk Technician to join our Technology Services team in this Sydney based role.
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 team provide technical support 24 hours a day, 5 days a week, split between the team in Australia and the UK. Each team supports their own time zones working a rotational shift pattern that includes some public holidays. A large number of applications are utilized by the team including MS365, 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 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
Facilitate new starters to ensure they experience a smooth transition from a technology perspective when joining, carrying out refresher and ad-hoc technical coaching to improve skillsets and effectively reduce service desk calls
Manage third-party suppliers when escalating technical issues
Liaise regularly with team and Manager regarding ideas for improvement and reporting issues or repeated incidents, attending team meetings and relevant training sessions
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
Work in accordance with documented policies and procedures and, where appropriate, suggest additional procedures or changes to existing procedures that need to be considered and may only be specific for your office
Attend to any other duties as assigned by your Manager to assist with the smooth running of the department
Candidate profile
Experience working within IT Support in a professional services environment, law firm ideal
An experienced and degree-qualified IT Support Technician with qualifications and/or experience working within an ITIL framework
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
Customer Service Environment
Technically strong with a customer focused mindset and ability to deliver excellent support to internal stakeholders
A confident communicator with the ability to engage with a varied employee and stakeholder audience
Enthusiastic, willing to learn and passionate about a career in technology.
Work Rights: Valid Right to Work in Australia. Visa sponsorship is not available for this position.
About Pinsent Masons
Pinsent Masons is a multinational global professional services firm with a purpose – to make business work better for people. We empower our people to question how things are done and to be bold in their ideas. To encourage this we provide an environment where you can drive your career development, work flexibly and learn fast.
While legal services are at the heart of what we do, we are at a firm with a diverse array of teams and skillsets. We are a firm that relies on the work of our talented business operations teams in information technology, finance, business development and human resources to continue to drive the growth we have experienced since arriving in Australia in 2015.
With offices in Melbourne, Sydney and Perth, we work on major projects and matters that are driving the building of key infrastructure and the transition to renewable energy across Asia Pacific. You will collaborate with our teams across the United Kingdom, Europe, Middle East, Asia and Africa and you will be supporting the work of 2000 lawyers widely considered to be leading lights in our sectors of focus.
What makes Pinsent Masons a great place to work?
We have a global reach and a local feel. With 27 offices and 2000 lawyers operating across Asia Pacific, Europe, Africa and the Middle East, you'll be exposed to domestic, international and multi-jurisdictional high-profile work, yet be in an office where everyone knows your name.
We do things a bit differently. Legal services are at the core of our business, however we have diversified into other areas providing complimentary services to clients through offerings like Vario flexible services.
We like to be flexible. Our firm is professional and allows you to bring our whole self to work. Dress for your day and in your own style and participate in practices that support your wellbeing, mental wellness and work/life balance so that everyone can thrive at work and at home.
We're lots of fun and very inclusive. You'll also have plenty of opportunities to participate in, and even run, social activities, diversity and inclusion networks, and charitable initiatives.
Diversity and Inclusion
At Pinsent Masons we value diversity and inclusion. We are committed to creating a better workplace where all our talent can succeed and feel like they belong. We want to attract, retain and develop people at all levels and encourage applications from all suitably qualified candidates whatever your ethnicity, religion, age, physical or mental disability/long term condition, sexual orientation, gender identity or expression or any other characteristics protected by local law in the jurisdictions in which we operate.
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