IT Service Desk Analysts x 3

Summary about this job

Detail information about job IT Service Desk Analysts x 3. Terms and conditions vacancy

• Become part of a global team, joining a brand new department in the CBD
• Carve out a career in a customer-orientated environment
• Google Pinsent Masons - you'll be impressed!

A global success story – this international law firm Pinsent Masons,  started off small and over decades have grown exponentially.  With 24 offices worldwide, their success can be attributed to the 3,000+ staff that they have employed over the years, as well as the diversity of services they have provided to global sectors. These have included energy, infrastructure, financial services, real estate, advanced manufacturing and technology.

Being awarded the ‘Best Law firm for Tech’ in 2018 wasn’t given because they are stuffy, too corporate, pretentious or staid. Nor for being shortlisted for ‘Law Firm of the Year’, ‘Most Innovative’, ‘Excellence in Diversity’, ‘Employee Engagement’ – need we say more?

Why wouldn’t you want to consider working for an organisation with such accolades?

What they need…

Just over 3 years ago Pinsent Masons expanded onto the glorious shores of Australia. Now with c75 happy employees in Melbourne and Sydney we are supporting their expansion within IT Service Management.  With a dedicated team in the UK the plan is to employ talent locally, initially by hiring up to 3 Service Desk Analysts in the Collins Street offices (Melbourne CBD). 

Providing IT support to internal staff they operate 24 hours a day, 7 days a week. To optimise this team further, they are establishing a “Follow-the-Sun” IT Service Desk that will compliment the UK IT Service Desk. This will enable the provision of high quality technical support to all staff in any time zone or continent around the globe. 

What you need…
Being the first point of contact the most important skill you’ll need is communication. By this we mean that whatever the time, however busy, you will talk with a smile. Your helpful nature and calm approach will give confidence to each and every contact, ensuring that the great reputation the global team has, continues throughout the APAC region.

What you’ll be doing …

• Log all incidents / service requests / queries within the IT Service Management system
• Answer all phone calls and web portal tickets
• Carry out initial diagnostics to resolve or escalate issues, aiming to resolve the majority of calls remotely
• Liaise with 2nd and 3rd line teams as required
• Update and propose knowledge base entries
• Provide assistance with IT Admin (starters/leavers data management)
• Assist others with urgent tasks as required

• At least 2 years of consistent work supporting MS products (Windows, Office, AD, Exchange)
• Remote access (Citrix, VPN)
• Ticketing system experience
• Relevant certifications or qualifications
• Knowledge of ITIL framework
• Flexibility (Mon to Fri coverage between 0730 and 1800, with rotating Saturdays)
• Anyone who can speak Mandarin or Cantonese would also be highly regarded                                                                                   

Supporting an array of applications, you will be given full training so that you can provide an outstanding service. A great salary, fabulous offices nestled within a vibrant city and the chance to play table tennis with your colleagues whilst working for this awesome company. What are you waiting for?

If you believe you meet this criteria, don't delay - highlight in a covering letter why we should select you, backed up with a resume that will impress us. 

You must have full Australian working rights - its the law!