Description
We're looking for a customer-focused Support Analyst (Level 2 Service Desk) to join our Technology Services team in Melbourne on a permanent basis.
As part of a collaborative and high-performing team, you'll provide technical support across our APAC offices, helping colleagues stay connected, productive and supported through a broad range of technologies and applications.
The role
As a Support Analyst, you'll be responsible for delivering high-quality technical support across hardware, software, networking and cloud-based technologies. Working closely with colleagues across the business, you'll troubleshoot issues, resolve service requests and contribute to a seamless end-user experience.
Key responsibilities include:
- Providing Level 2 technical support to users across multiple locations
- Troubleshooting hardware, software, networking, VPN and mobile device issues
- Managing incidents and service requests within agreed service levels
- Supporting Microsoft 365, Windows environments, Active Directory and user access requests
- Escalating complex issues to specialist teams where required
- Assisting with device deployments, upgrades and onboarding activities
- Maintaining documentation and knowledge base articles
- Contributing to process improvements and enhancing the user experience
About You
You'll be an experienced Service Desk or IT Support professional who enjoys solving problems, working collaboratively and delivering outstanding customer service.
You'll bring:
- Previous experience in an IT Support, Service Desk or Help Desk role
- At least two years' experience supporting Microsoft Windows, Microsoft 365, remote access technologies and mobile devices
- Experience within a corporate or professional services environment
- Strong troubleshooting and analytical skills
- Excellent communication and stakeholder management skills
- A customer-first approach and commitment to service excellence
- An IT-related qualification or equivalent industry experience
- A proactive attitude, willingness to learn and genuine passion for technology
- Full working rights in Australia
Highly regarded:
- Previous law firm or professional service experience
- Exposure to ITIL frameworks and service management best practice.
Why join Pinsent Masons?
- We have a global reach and a local feel. With 31 offices and 1500 lawyers operating across Asia Pacific, Europe, Africa and the Middle East, you'll be exposed to domestic, international and multi-jurisdictional high-profile work, yet be in an office where everyone knows your name.
- We do things a bit differently. Legal services are at the core of our business; however, we have diversified into other areas providing complimentary services to clients through offerings like Brook Graham and Vario flexible services.
- We like to be flexible. Our firm is professional but also relaxed, you can dress for your day and in your own style. We also promote practices that support wellbeing, mental wellness and work/life balance so that everyone can thrive at work and at home.
- We're lots of fun and very inclusive. Proud of our leading reputation for diversity and inclusion, we have created an open environment where everyone can bring their whole selves to work. You'll also have plenty of opportunities to participate in, and even run, social activities, diversity and inclusion networks, and charitable initiatives.