About this role

• Award winning Australian private practice
• A firm with a strong reputation for having an authentic and inclusive culture
• On-site

ABOUT THE ROLE

Reporting to the Service Delivery Manager, you will serve as the primary on-site contact point for end-users, ensuring service excellence through on-site AV and technical support, troubleshooting, and active contribution to the operation and enhancement of IT services, all while maintaining compliance with IT policies and procedures.
Our Service Desk operates 8am - 6pm Monday - Friday and its team members work on a rotating 8-hour day shift.
The Service Desk also provides afterhours support, weekday evenings (6pm - 9pm) and weekends (9am - 5pm) which team members also work on an on-call basis via rotating shifts.

RESPONSIBILITIES

• Deliver high-quality on-site customer service, including meeting room setups and hands-on technical assistance.
• Provide 1st and 2nd level national technical support via phone, email, and in-person channels.
• Troubleshoot hardware, software, and network issues; escalate complex problems to the relevant IT teams when necessary.
• Support enterprise and legal-specific applications (e.g., O365, Email Gateway, Practice Management System, Document Management System).
• Maintain accurate service desk records, including incident logs, asset tracking, and knowledge base entries.
• Manage on-site IT asset inventory, including regular stocktakes and reporting.
• Provision and deprovision user access for onboarding, offboarding, and staff role changes.
• Manage ad hoc maintenance, hardware, or software activities requiring on-site presence.
• Communicate effectively with users, team members, and stakeholders to provide timely updates and resolutions within the SLA period.
• Contribute to process improvement by identifying recurring issues and suggesting enhancements.
• Ensure adherence to IT policies, procedures, and best practices.
• Collaborate effectively with the team and assist with IT project tasks and implementation.
• Any other general duties advised by the Service Delivery Manager.

About this role

• Award winning Australian private practice
• A firm with a strong reputation for having an authentic and inclusive culture
• On-sit