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IT Service Desk Analyst (Level 1 & 2)

Job Title: IT Service Desk Analyst (Level 1 & 2)
Contract Type: Permanent
Location: Sydney
Reference: 3288104
Job Published: June 23, 2021 17:32

Job Description

A successful and prestigious law firm are looking for an IT Service Desk Analyst to assist with the delivery of high quality customer service & support to the business. Your key clients will be internal Partners and staff of the firm, where you'll be helping with any problems and queries regarding the use of IT hardware, software and other equipment.

Your Responsibilities: 

  • Provide 1st and 2nd level phone support 
  • Assisting Partners and staff with any problems and queries regarding the use of IT hardware, software and other equipment  
  • Resolve IT faults and issues with priority focus on timely resolution and quality service delivery within SLA guidelines  
  • Manage incoming support tickets through the use of JIRA
  • Using Citrix Delivery services console to monitor and maintain the over stability of the environment
  • Take receipt of helpdesk requests and log IT related incidents according to ITIL best practise standards (root cause analysis and continuous improvement)
  • Manage Digital and IP phone system via Cisco call manager
  • The technologies covered include: Windows 10, MS Office 365, MS Outlook, MS Teams and Teams Calling, Headsets (Poly), Audio Visual systems, Apple devices and communications networks with an emphasis on Document Management Systems (iManage)

About you:

  • Experience in Windows 10, MS Office 365, MS Teams and Teams Calling
  • Excellent technical troubleshooting and analytical skills
  • Service Desk and audio-visual experience
  • The ability to thrive in a busy, fast-paced environment and be able to manage and prioritise multiple tasks and operate calmly under pressure
  • High-quality customer service experience with attention to detail and excellent phone etiquette
  • Demonstrated experience in operating within an IT support team environment including document management system experience


  • Provide lifelong learning that develops you personally and professionally
  • Access to people and leaders who can help you become the best you can be
  • Ongoing opportunities to get involved and to take your career all the way
  • Free gym membership and staff discounts with hundreds of suppliers
  • Regular social and sporting activities

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