- 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
Make the smarter choice. Come and thrive with us. Learn more about what Hall & Wilcox can offer you: bit.ly/HWbenefits
About the role and team
We have an opportunity for an experienced Senior Service Desk Technician in Melbourne to become part of our national Information Technology team, providing level 2 systems support nationally and desktop support for the Melbourne office.
You will be responsible 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 firm’s portable storage devices process
- Ensuring data contained on portable storage devices is securely downloaded and deleted in line with the firm’s 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
About you
You will ideally 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.
About us
At Hall & Wilcox, we deliver outstanding legal services to corporate, public sector and private clients, both Australian-based and those offshore doing business in Australia. Our purpose is to enable our clients, our people and our communities to thrive.
We are known for having a great culture that puts people first. A culture where our purpose and values - our Hallmarks - are lived, not laminated.
We do great work, smarter. We’re passionate about the work we do and how it creates value for today and tomorrow. We’re famous for Smarter Law: smarter thinking to create smarter solutions. We embrace innovative thinking and technology. We listen. We partner. We solve.
Hall & Wilcox is a successful independent Australian law firm; a place to belong, with the freedom to learn and grow. We thrive together. We are diverse and inclusive; everyone is welcome and respected. We encourage applications from candidates of all cultural backgrounds (including First Nations), age, abilities, sexual orientation and gender identities.
Hear from our people about what it’s like to thrive at Hall & Wilcox: bit.ly/HWpeople
To learn more about Hall & Wilcox visit our website.
Apply now
Are you ready to make the smarter choice? Let’s connect. Click apply to submit your application.
We are committed to supporting candidates with disability so that every candidate is offered a fair, equitable and supportive recruitment experience. If you require any adjustments or support to complete your application, or if you have any questions, please contact Jaimie Monahan on [email protected] for a confidential discussion.
This vacancy is being managed directly by the Hall & Wilcox Talent Acquisition team. We will contact our preferred agency partners should we require any assistance.
