IT Service Desk Analyst

McInnes Wilson Lawyers are seeking an experienced, practical, and client-oriented IT Service Desk Analyst to provide onsite support and presence across either our Maroochydore or Brisbane office. We’re looking for someone who can work independently, solve problems with real-world context, and bring a strong sense of judgement and responsibility. You will champion all elements of providing timely IT support, problem resolution and training. Your new role will see you working collaboratively to provide technical support across all office locations. You will play a key role within the wider Corporate Services team, contributing to the overall growth and success of the firm. Our firm is currently going through a period of exciting digital transformation, providing numerous opportunities for growth and development. As part of a growing firm, you'll have the chance to learn from our well-respected IT team lead by our experienced CIO and IT Infrastructure & Operations Manager. What will you do? Provide hands on technical support for hardware, software, network, and telecommunications issues Perform equipment installations, configurations, and troubleshooting for all users Assist with the management of IT assets including workstations, peripherals, and meeting room technology Process and respond to service requests through the Service Desk platform in accordance with the Service Desk Operations Manual Prioritise and manage tickets based on business impact and urgency Follow established IT policies, procedures, and standards as outlined in the Service Desk Operations Manual Diagnose and resolve a wide range of technical issues for legal and corporate services staff Ensure rapid resolution of incidents that impact business operations The Role Technical aptitude, excellent communication skills, and a proactive attitude will be essential in this role, as you will be responsible for supporting our legal professionals and ensuring their technology needs are met in a timely manner. Your responsibilities in this role will include: Providing hands-on technical support for hardware, software, network, and telecommunications issues Processing and responding to service requests through our Service Desk platform Diagnosing and resolving a wide range of technical issues for legal and corporate services staff Delivering one-on-one and small group training on IT systems and applications Working collaboratively with the IT team Contributing ideas for process improvements and service enhancements Role Requirements Hands‑on experience providing first‑level support within a service desk or similar IT support environment Demonstrated ability to troubleshoot common hardware, software and connectivity issues Experience using a ticketing system and managing a workload in a structured support process Familiarity with remote support tools Solid working knowledge of Microsoft 365 applications and Windows operating environments Exposure to Active Directory, Entra ID, basic networking, or device management tools (e.g. Intune) would be highly regarded Ability to quickly learn new technologies and adapt to changing systems A calm and clear communicator, especially with non‑technical users A genuine desire to build a long‑term career in information technology and contribute to a high performing IT team This role requires on‑site presence. Only candidates who have the right to work in Australia should apply. This position cannot accommodate fully remote work or visa sponsorship. About McInnes Wilson Lawyers We are a full‑service firm with around 390 users providing high quality legal advisory services across Australia. We are proud of the values we uphold and the culture of our firm and know there is more to life than work. We believe in our people and trust them with our brand. When joining McInnes Wilson Lawyers, you will be joining a firm that takes gender equality seriously. Our progressive and inclusive policies have also earned us recognition as an Employer of Choice by the Australian Business Awards, Lawyers Weekly, Queensland Law Society and HRD to name a few. Our range of employee benefits are designed to be inclusive of all employees and currently include: Progressive paid parental leave policy with no qualifying period, pre‑natal leave, parent & care givers’ platform, partner leave and return to work bonuses. Access to our firmwide, personalised Salary Continuance Insurance Policy Flexible working arrangements. Reward and recognition program, including tenure awards, annual staff awards, and promotion ceremonies. Further education support and professional development program, including a formal mentoring program. Health and wellbeing initiatives, birthday leave for full‑time employees, firm social club, and regular team functions. Please submit your application along with your resume and a cover letter explaining your interest in the position. All applicants should note that the successful candidate will be required to undergo background screening including reference checks and police checks. Any questions regarding this role should be directed to our Talent team, ***********@mcw.com.au. We are an equal opportunity employer and value diversity at our firm. We encourage applications from all qualified individuals, including those from underrepresented groups. If you require any changes or amendments to our recruitment process, please don't hesitate to let us know. #J-18808-Ljbffr