IT Support Analyst

About us

We are a modern Australian law firm with a leading reputation. We focus on exceptional service, operational excellence and being at the forefront of employee experience. We work closely with Australian and international businesses, organisations and governments.

About the role

Based in our Melbourne office, you will be the first point of contact for all IT related requests. In this varied role you will be responsible for responding to IT issues and requests, acting as an escalation point for more complex issues, and providing staff with progress and updates.

Additional responsibilities will include but are not limited to:

• Logging and tracking all service desk requests and incidents;
• Maintaining the service desk function and meeting the varied demands of work
• Technology rollouts, set up and tracking of staff laptops, smartphones, and peripherals
• Providing advanced technical and operational support and maintenance

This is a full-time position which requires you to be physically onsite. Office hours are from 8am to 6pm working on a rotational roster. In addition, there is an afterhours support service that the successful candidate would be expected to be a part of, on a rostered arrangement (which can be done remotely and which you will receive extra compensation for).

About you

We are looking for an IT all-rounder who is looking to work with a professional services firm. To be successful in this role, you will have the following skills and experience:

• A minimum of 12 months experience working in a similar role
• A comprehensive knowledge of Windows 10 and Office 365
• Exposure to Windows 11 would be beneficial
• An understanding of computer hardware, MS Teams, ITIL and other technologies
• Experience with an ITSM (Information Technology Service Management) tool is favourable

Technical skills aside, you will actively take the next step to go above and beyond in all aspects of this role. You’ll be passionate about the delivery of exceptional client service, and will have excellent communication skills. You will use your innovative problem-solving skills, understanding and resolving issues. You will also have outstanding time management and organisational skills, and are comfortable working with minimal supervision and receiving virtual support from your team.

Overall, you will be skilled in delivering on quality and eager to provide people-focused support to Maddocks staff nationally.

Why join Maddocks?

Maddocks is simply a great place to do great work. We foster a culture of collaboration, learning and engagement where you will experience:

A diverse and inclusive workplace: We have been named an employer of Choice for Gender Equality by the Workforce Gender Equality Agency (WGEA) every year since 2004 along with being named a Silver Employer at the Australian Workplace Equality Index's 2024 LGBTQ Inclusion Awards. We promote diversity internally through our Maddocks Gender Equality Network, Maddocks CALD, Maddocks Disability Inclusion and Maddocks Pride groups.

Career Development: Learn and develop through structured learning and development programs at each stage of your career and study support programs.

Community involvement: give back to the communities in which we operate through our thriving pro bono and grants programs and staff volunteering initiatives.

Work flexibly: work in a hybrid way with part of your week in the office and support to set up your home office.

Wellbeing & Benefits: access to up to 20 weeks paid parental leave, discounted gym memberships & health insurance, salary continuance insurance, Employee Assistance Program and parents and carers wellbeing programs.

Our people are our greatest advocates and we believe this is a result of our inclusive culture and focus on complex and interesting work.

To be eligible for this role you must be legally permitted to work in Australia. Please note that unsolicited applications from agencies will not be considered at this time.

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