HELP DESK ANALYST
- Provide friendly and efficient support to all users across the firm.
- Monitor and coordinate with the Technology team to ensure timely resolution of incidents.
- Assist with the creation and maintenance of Help Desk process documentation.
Join Corrs Chambers Westgarth, Australia's leading independent law firm.
The Help Desk Analyst is a key contributor to the Corrs Technology team. The Help Desk Analyst is responsible for providing friendly and efficient support to all users across the firm, proactively processing technology incidents and requests through our ITSM system, identify/investigate problems, update incident tickets, increase customer satisfaction and maintain and improve service levels.
At Corrs, we help you achieve your ambition - at every stage of your career.
Key responsibilities:
- Maintain ownership of all incidents by monitoring and coordinating with the broader Technology team to ensure timely and effective resolution
- Is the first point of contact for communications between the business and Technology (including external vendors and third party suppliers)
- Escalation of all faults and outages affecting the delivery of Technology services to the business and the regular communication of incident status to customers
- Participate and contribute to an effective team environment by actively working with fellow colleagues to achieve team goals, standards and Service Levels Agreements
- Assist with the creation and maintenance of the Help Desk process and procedure documentation, to ensure the information is relevant, accurate, and current in support of ongoing continuous improvement
- Involvement in the after hours support (rotating schedule)
Required skills, attributes & qualifications:
- Experience working within a Help Desk or Technology Support role. Experience gained with professional services is highly valuable but not essential
- Strong customer focus with a positive and proactive approach to customer satisfaction
- Excellent written and oral communication skills with the ability to effectively communicate with both technical and non-technical stakeholders
- Willingness and availability to work outside usual business hours (rotating schedule), as required
- A strong team player
About us:
Corrs Chambers Westgarth is Australia’s leading independent law firm. We provide exceptional legal services across the full spectrum of matters, including major transactions, projects and significant disputes, offering strategic advice on our clients’ most challenging issues.
Corrs’ culture is characterised by our values of excellence, commitment, collaboration and respect. Our policies, practices and behaviours foster a supportive and inclusive workplace, and we are focused on creating opportunities for our people and supporting a diverse workforce.
- Flexible working as standard – we have established flexibility as standard business practice and an option for all our people.
- Bonus leave – we provide an additional week of leave each year (5 weeks annual leave in total)
- Parental leave – we offer 26 weeks of gender-neutral paid parental leave and pay superannuation on both paid and unpaid leave (up to 12 months)
- Wellbeing program – we support the wellbeing of our people across areas including resilience, mindfulness, personal development, physical health and self-care.
- Diversity and Inclusion – we set meaningful goals and take action to improve diversity and foster an inclusive culture in which all employees feel supported and valued.
- Responsible business approach – we have an active pro bono and community engagement program and we are a member of the United Nations Global Compact. We are also a member of AusLSA, which works to promote and increase sustainable practices across the legal sector.
- Learning and development opportunities – including our Australian-first international study scholarship, a national training program and mentoring initiative.
To apply click on the "apply" button or contact Hannah Bennett on +61 3 9672 3156 for a confidential discussion.
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