Our Role
The HopgoodGanim IT function is transforming, and with most of our 1st level support being provided by our technology partners, this role focuses on service coordination, governance and providing personalised on-site support.
As the on-site representative for technology (IT and AV) in our Brisbane office, you’ll ensure employees receive effective, timely technology support, acting as the conduit between our people and our support providers, whether that be internal or external. Being the face of IT on the ground, you’ll naturally roll up your sleeves and provide hands-on support where it makes sense, particularly during the transition.
This is a standalone Brisbane-based role, working onsite five days per week. Your key responsibilities will include:
- Act as the on-site contact for technology assistance, including equipment provisioning and conference room AV setup
- Ensure support requests are logged, triaged and followed through to resolution, escalating where needed
- Track vendor responsiveness and service performance, escalating delays to the Service Delivery Manager
- Draft clear staff communications during incidents and outages, and help coordinate their resolution
- Provide proactive updates to staff on IT issues and changes, and feed business feedback back to IT
- Coordinate onboarding, offboarding and access requests with our support partners
- Maintain IT/AV asset registers, device allocation records and a pool of spare equipment
- Identify recurring service issues and help develop improved processes and support workflows
About you
You’ll have 2–3 years’ experience in IT support, service coordination or helpdesk environments, ideally within legal or professional services, and possess:
- A solid understanding of ITSM principles, including incident, request and problem management
- Proficiency with ITSM or ticketing platforms (e.g. ManageEngine, HALO or equivalent)
- Experience working with third-party IT vendors or MSPs, including monitoring SLAs and escalating performance issues
- Strong communication skills, with the ability to translate technical issues into plain language
- Demonstrated ability to juggle competing priorities and follow issues through to resolution
- High attention to detail across asset registers, documentation and service records
- A proactive, service-oriented approach with genuine commitment to a positive end-user experience
- Experience with iManage or Aderant is highly advantageous
- ITIL Foundation certification, AV support exposure, familiarity with Microsoft 365/Entra ID, and multi-site support experience will all be highly regarded
About us
Working at HopgoodGanim offers a number of benefits including:
- Brand new workspace and end-of-trip facilities (including a cool-down room)
- Annual performance and remuneration review
- Subsidised on-site wellness and workout classes
- Subsidised on-site cafe
- Access to paid parental leave (up to 20 weeks for eligible employees)
- Paid fertility leave
- Paid birthday leave – because your day should be celebrated!
- Fun mid-year and end-of-year team celebrations including our HG Way Awards night
- Employee assistance program and wellbeing initiatives
Please note, we are currently not accepting applications via recruitment agencies.
