Senior Service Desk Technician

• Permanent full-time position
• Competitive remuneration and our Hallstar reward and recognition program
• Learning and career development programs for all roles and levels
• Flexible leave options including up to 26 weeks paid parental leave
• Free daily breakfast and office social events
• Genuine commitment to diversity inclusion and wellbeing and pro bono and community
• Please note that this role requires full-time in office attendance

Makethe smarter choice. Come and thrive with us. Learn moreabout what Hall & Wilcox can offer you: roleand team

We have anopportunity for an experienced Senior Service Desk Technician inMelbourne to become part of our national Information Technologyteam providing level 2 systems support nationally and desktopsupport for the Melbourne office.

You will beresponsible for:

• Respond to user inquiries by following service desk procedures
• Provision of support across a range of hardware and software primarily at level 2
• Backup for level 1 support when required
• Ensuring all user requests are logged in the service desk system
• Identify problems/issues which require additional expertise and escalate them to appropriate senior team members for timely resolution
• Coordinate the timely provision of service desk support services
• Update and maintain the call-log to ensure accurate recording of all calls received
• Communication to users as to the progress of their inquiries from receipt to closure of the call
• Advise users about service desk and operational support facilities and procedures
• Act as the first level escalation point for the Service Desk Technicians
• Identify and advise Service Delivery Manager/National Service Desk Team Leader of recurrent user inquiries
• Encourage user feedback
• Provisioning mobile phones to new users and existing users
• Liaising with Apple and Telstra on procurement mobile hardware and services
• Provide mentoring to Service Desk Technicians to improve first level resolution
• Review and contribute to confluence knowledgebase articles to make sure the information is up to date
• Attending court to safely and securely download subpoenaed (and similar) documents produced by court
• Ensuring all portal storage devices are barcoded scanned for malware and registered in line with the firms portable storage devices process
• Ensuring data contained onportablestorage devices is securely downloaded and deleted in line with the firms portable storage device process
• Assist with IT related projects as required
• Act as backup for National Service Desk Team Leader and Service Desk Technicians as required.
• Please note this role requires full-time in office attendance

Aboutyou

You willideally have the following skills and experience:

• Please note that this role requires full-time in-person attendance in our Melbourne office
• Tertiary qualification in Information Technology or related discipline
• Minimum 2 years experience as a service desk technician or similar role providing level 1 and 2 support
• Strong organisational and attention to detail skills
• Strong customer service focus with a positive and proactive approach to client service
• Excellent verbal and written communication skills
• Self-motivated decisive with the ability to adapt to change and competing demands
• Flexibility to work after hours as necessary at times to fulfill duties
• Ability to work well independently and productively within a small team environment.

Aboutus

At Hall &Wilcox we deliver outstanding legal services to corporate publicsector and private clients both Australian-based and thoseoffshore doing business in Australia. Our purpose is to enable ourclients our people and our communities to thrive.

We are knownfor having a great culture that puts people first.A culture where our purpose and values - our Hallmarks- are lived not laminated.

We dogreat work smarter. Were passionate about thework we do and how it creates value for today and tomorrow. Werefamous forSmarterLaw: smarter thinking to create smarter solutions. Weembrace innovative thinking and technology. We listen. We solve.

Hall & Wilcoxis a successful independent Australian law firm; a place to belongwith the freedom to learn and grow. We thrivetogether. We are diverse and inclusive; everyone iswelcome and respected. We encourage applications from candidates ofall cultural backgrounds (including First Nations) age abilitiessexual orientation and gender identities.

Hear from ourpeople about what its like to thrive at Hall & Wilcox: learn moreabout Hall & Wilcox visit our website.

Applynow

Areyou ready to make the smarter choiceLets apply to submit your application.

We arecommitted to supporting candidates with disability so that everycandidate is offered a fair equitable and supportive recruitmentexperience. If you require any adjustments or support to completeyour application or if you have any questions please contactSally Cai Talent Acquisition Advisor atfora confidential discussion.

This vacancyis being managed directly by the Hall & Wilcox Talent Acquisitionteam. We will contact our preferred agency partners should werequire any assistance.

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