IT Service Desk Analyst

The Law Society of NSW is Australias largest and most influential membership association for solicitors. Were not all lawyers but we work together to support the legal profession and ensure a just society for all.

We are currently looking for a full time permanent IT Support Analyst (Help Desk L1) to join our IT team.

About the role

The IT Support Analyst will be providing user support and customer service on Law Society applications and platforms. You will troubleshoot problems and advise on the appropriate action. This is a great opportunity to build on your passion for IT and will be provided with ongoing support training and career development to help you succeed.

What youll be doing

• Customer service assisting our staff and members with IT requirements.
• Ensuring all Service Desk procedures and policies are followed.
• Digital security is a strong focus and therefore continual awareness of security improvements and activities to improve the Society robustness are key to helping the overall team achieve this.
• Respond to requests for technical assistance in person via phone electronically.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise users on appropriate action.
• Log all help desk interactions.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Carry out installation configuration and testing of all new computers and software.
• Attend to any task as required by management.
• Provide updates on all documentation of current systems.
• Identify areas of risk and provide inputs to modify procedures when necessary.
• Continuously build your IT knowledge and skills.

About you

We are looking for someone who is interested in starting a career in IT or has gained some service desk experience. You will have good customer service skills with confidence to deal with issues across a range of situations and assist in pressured situations is a must.

The main requirement for the role is genuine interest and an aptitude for IT whether thats building your own network / PC at home or just programming an automated home solution. You will love exploring the latest technology and take pride in doing your job well.

If you are enthusiastic about establishing a rewarding career in IT impress with :

• Knowledge of operating systems
• Proven problem-solving ability
• Time Management skills
• Ability to work with minimal supervision
• Confident customer service
• Ability to use initiative to ensure completion of projects within agreed timeframes
• Ability to prioritise
• Strong communication and writing skills
• Able to maintain confidentiality
• High degree of personal and professional integrity
• High degree of energy and motivation.
• Attention to detail
• Stress tolerance
• Foundational knowledge of Office 365 / active directory will be a distinct advantage.

To apply

The Law Society of New South Wales is committed to building and maintaining a respectful and inclusive workplace appointing the best person for the role and supporting diversity.

Applications should contain a CV and cover letter that outlines your key experience and motivations for this role. Full working rights in Australia are required for this position.