I.T Support Analyst

Summary about this job

Detail information about job I.T Support Analyst. Terms and conditions vacancy

We are currently seeking a service-oriented IT Support Analyst to provide quality Level 2 Technical support to our Melbourne partners and staff. Varied hours range from 8am-6pm. This role will be based at our 101 Collins St, Melbourne office but will require rotating to the St. Kilda Road office for one week once a month.
Reporting to the Digital Workplace Team Leader, your day to day responsibilities will include:

Technical Support

Second level technical support to resolve incidents including but not limited to the following:

• Software, for approved SOE applications
• Hardware, covering all aspects of desktops, laptops, mobiles, peripheral devices printers, routers
• Loan equipment setup and configuration, often with short notice
• Remote Connections, including, broadband wired / wireless VPN, SecureID Tokens, Citrix
• Floor move activity, typically liaising with Facilities Management and other members of the IT support team to complete a move
• AV equipment and video conferencing
• Management of personal and shared incident queues using appropriate resources from within and outside the Technical Support group including vendors.
• Backup Level 1 phone support from time to time

Asset Management

• Support for Asset Management processes including updating systems to reflect changes in software, hardware and services as the occur.

To be successful in this role, the ideal candidate will be a focused team player with exceptionally strong customer service focus. You will have excellent communication skills, including the ability to communicate on a non-technical level.

• You will also hold a Degree, Diploma or equivalent in relevant Information Technology Courses
• Very solid technical skills with client software eg Windows 7, Office 2010, Outlook / Exchange, VPN software.
• Good technical hardware knowledge with laptops, desktops, printers, routers
• Ownership of incidents, seeing through to closure, taking whatever initiatives are required.
• Telecommunications, network and NT server knowledge.
• Highly organised.
• Strong initiative.
• Ability to handle difficult situations and/or demanding people

The Team

Innovative, efficient and effective IT systems are essential to the successful operation of a global law firm like Herbert Smith Freehills. The information technology team keeps our global team of lawyers and Business Services staff connected, whether we're in the office or on the move.