Technical Helpdesk Support - Level 1

Real Time Australia

A market leading & strongly tech. focused law firm has been crowned fastest growing globally! With that comes unique tech. challenges & opportunities!

  • Join a highly impressive business, team & culture!
  • Awards won based on tech. focus, strong leadership & talent development!
  • WFH or from awesome Sydney office & location
  • 2 month contract - likely extensions + permanent opportunities
  • $45 p/hour incl. Super
  • Shift options between 11am-11pm (international coverage)
  • Work From Home, work in office or mix it up! 
  • 8 x contract opportunities 
After recently winning the most sought-after award in their industry, this international law firm' global IT teams are expanding rapidly and so we're inviting energetic, professional and friendly Helpdesk Support Analyst to be an integral part of a very impressive IT team.

The purpose of the role is to provide prompt, friendly, team-focused service to minimise disruption to the internal stakeholders by following standard, repeatable processes.

What you'll be doing:
  • Respond to team incidents and requests received via phone, email, or other standard methods within agreed SLAs.
  • Resolve staff issues by clarifying the team members needs; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Keep records of team member interactions in ticketing system; follow communication procedures, guidelines, and policies.
  • Provide onsite (at desk) service to team members, as well as service using remote control and administration tools.
  • Manage end user assets (including laptops, desktops, monitors, peripherals, printers, mobile phones) from setup & configuration to collection & wiping.
  • Install pre-packaged software on user-end devices.
  • Create, update, and delete user accounts in active directory and supported applications.
  • Perform software and/or hardware testing.
  • Respond to security incidents and perform initial investigation and remediation actions.
  • Respond to major incidents: identify and categorise incident; send internal and external notifications in accordance with pre-defined protocols; perform trouble-shooting and diagnosis of hardware, software, and networks; escalate appropriately; contribute to remediation efforts where possible; contribute to after-action analysis.
What you'll bring to the role:
  • Proven success in a Technical Support Analyst, IT Service Desk or IT help desk position.
  • A strong desire to achieve high team member satisfaction.
  • Mature stakeholder management skills
  • Excellent prioritisation abilities
Looking forward to your application!