IT Service Desk Analyst

at  The Law Society Of NSW

• Build your IT Career
• Get immediate training and experience
• Martin Place Sydney CBD, Hybrid working 3:2
  The Law Society of NSW is Australia’s largest and most influential membership association for solicitors. We’re not all lawyers, but we work together to support the legal profession and ensure a just society for all. When you work at the Law Society, you join a diverse and inclusive team from all walks of life, committed to seeing you thrive.
  We’re looking for an IT Support Analyst (Help Desk L1) to join us on a full-time basis. The position is ordinarily based in the Law Society’s Martin Place office, in the Sydney CBD.

ABOUT YOU

We are looking for someone who is interested in starting a career in IT or has gained some service desk experience. Key to the role will be good customer service skills with confidence to deal with issues across a range of situations and assist in pressured situations is a must.
The main requirement for the role is genuine interest and an aptitude for IT, whether that’s building your own network / PC at home or just programming an automated home solution. We are looking for a tech geek to work with us to explore the latest technology and someone who takes pride in doing their job well.

If you are enthusiastic about establishing a rewarding career in IT, impress with:

• Knowledge of operating systems
• Proven problem-solving ability
• Time Management skills
• Ability to work with minimal supervision
• Confident customer service
• Ability to use initiative to ensure completion of projects within agreed timeframes
• Ability to prioritise
• Strong communication and writing skills
• Able to maintain confidentiality
• High degree of personal and professional integrity
• High degree of energy and motivation.
• Attention to detail
• Stress tolerance
• Foundational knowledge of Office 365 / active directory will be a distinct advantage

ABOUT THE ROLE

In this role you will be providing user support and customer service on Law Society applications and platforms. The position will see you troubleshoot problems and advise on the appropriate action. This a developmental position where you will build on your passion for IT and will be provided with ongoing support, training and career development to help you succeed.

WHAT YOU’LL BE DOING

• Customer service, assisting our staff and members with IT requirements
• Ensuring all Service Desk procedures and policies are followed
• Digital security is a strong focus and therefore continual awareness of security improvements and activities to improve the Society robustness are key to helping the overall team achieve this.
• Respond to requests for technical assistance in person, via phone, electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise users on appropriate action
• Log all help desk interactions
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Carry out installation, configuration and testing of all new computers and software
• Attend to any task as required by management
• Provide updates on all documentation of current systems.
• Identify areas of risk and provide inputs to modify procedures when necessary.
• Continuously build your IT knowledge and skills