Service Desk Analyst

Summary We are looking for a Service Desk Analyst to join our Brisbane team and provide first line technical support by completing investigation and diagnosis ensuring delivery of a superior customer experience. Overview We welcome fearless thinkers. For over 100 years, Maurice Blackburn has stood up for those who need us most. With courage and compassion, we extend access to justice to countless Australians. We look beyond the immediate challenge to support people in moments that matter across their lives, and continually push for better solutions for our clients. We invest in and empower our people to stand up for what we believe in and go fearlessly forward together. We work on real cases, achieving important and positive results in real people’s lives, which is why we are one of Australia’s most respected law firms. Maurice Blackburn, experience you can count on. About The Role Working within a small high performing team the IT Service Desk Analyst is the frontline first point of contact in the receiving and handling of support requests. This role provides first line investigation and diagnosis and promptly allocates or escalates unresolved issues as appropriate. You will take full ownership of issues and use your initiative and solid customer service experience to resolve queries in a professional and timely manner. If you have a can-do attitude and enjoy problem solving to get the best outcomes for our customers, join our team. This role based in our Brisbane office provides a great full-time opportunity to be a part of a encouraging and supportive team culture. Key Responsibilities Proactively keep customers informed in relation to the issues and/or requests made and ensure accuracy and quality of all queries contributes to meeting customer expectations and timeframesInstallation and troubleshooting of all hardware, software and other in-house applicationsRemotely Assist users via Windows 10 and Windows Virtual DesktopLog service requests with external Vendors and manage turnaround of requestsProvide input when required to evaluate customer feedback and develop quality improvement processesIdentify patterns within incidents handled to identify service delivery problemsMaintain awareness of opportunities provided by new technology to address challenges or to enable new ways of working What We Are Looking For Your can-do attitude and proven ability to multitask and priortise workloads coupled with similar experience working on a service desk will see you thrive in this role. In addition, you will have: Sound knowledge of and ability to troubleshoot Digital Desktop equipment such as, but not limited to, desktop PCs, laptops, iPads, iPhones, desktop applications, mobile applications and peripheral equipmentAnti-Virus products and PC SecurityExperience of working in the Legal industry in an IT capacity (desirable)Demonstrated commitment to customer serviceStrong problem solving and analytical skillsProven ability to multitask and prioritise workloads Our People Commitment comes with the following benefits: Ongoing coaching and career development opportunities 22 Weeks Parental leave with your superannuation guaranteed and back-to-work transition policyEnd of Year leave, 1 day first year, 4 days after 2 yearsComprehensive mental health framework, including wellbeing leave (up to 4 extra days per year) and $299 reimbursementSalary Continuance & Life Insurance17.5% Annual Leave Loading … just to name a few. *T's & C's apply Our shared values represent what we stand for and guide how we act, with Courage; Compassion; Collaboration; Fairness; and Tenacity. We love that you have a life outside of work and we’re happy to support yours. We provide you a safe, supportive and collaborative environment, backed by inclusive leaders and progressive people policies, where you can be your authentic self and thrive. Here we are committed to creating a diverse and inclusive culture, enriched by differences in ethnicity, gender, sexual orientation, gender identity, disability, religion, age and family arrangements. Applications from First Nations People are encouraged. Are you ready to join us on a journey to extend access to justice to more Australians, in an organisation and role in which every action you take makes a difference? Apply now. Our Circle Back Initiative partnership means we’re committed to responding to every applicant.