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HelpDesk Support Level 1 & 2

Job Title: HelpDesk Support Level 1 & 2
Contract Type: Permanent
Location: Brisbane
Reference: 2921820
Contact Name: Andrew Heaton
Contact Email:
Job Published: January 17, 2020 10:38

Job Description

A successful and prestigious law firm are looking for an enthusiastic Helpdesk Analyst to assist with a number of projects. We are looking for an engaging, eager to learn Support Technician to join a top-tier company based just north of the Brisbane CBD.
Helpdesk Support
  • Remotely and Face to Face provide Level 1 & 2 technical support
  • Plan and action through to resolution each ticket assigned or collected from the
  • Information Technology Service Management (ITSM) queue.
  • Logging of all walks up requests and incidents with correct details, categorisation and resolutions in the ITSM system.
  • Ownership of IT HelpPoint for assigned floor or primary location.
  • Configure, deploy and relocate corporate desktops and laptops.
  • Install and configure standard applications.
  • Setup printers and hardware peripherals.
  • Troubleshoot hardware and software problems, resolving them in timely and efficient manner.
  • Ability to prioritize outstanding issues and manage user expectation.
  • Escalate high priority issues using established processes.
  • Undertake miscellaneous projects in addition to regular Helpdesk duties.
  • Document and maintain new application and operating system installations and configurations.
  • Document and maintain helpdesk and desk side support procedures.
  • Virus eradication.
  • Minimum 1-2 years of deskside experience in a professional environment
  • Experience with iManage well regarded
  • Experience in professional services
  • Experience interacting with, and understanding the needs of high-level executives
  • Experience supporting Microsoft operating systems for workstations. (Windows 7)
  • Experience supporting Microsoft Office 2010 and 2013 via Office 365 is a significant plus
  • Completion of a University degree is preferred but not required.
If you are interested please apply.