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About the Role

This role is the first point of contact for all IT support needs across the firm, delivering a high-quality, customer-focused experience to over 6,000 people in a leading global law firm.

Responsibilities

• Provide quality first level phone support to all staff, resolving customer requests via phone with a strong customer service approach.
• Provide first level support in response to customer emails and self-service requests, with a fully customer service-oriented approach.
• Log all customer requests into the ServiceNow incident management system, escalating any incidents that cannot be resolved on first contact to the appropriate second level team.
• Manage your own incident queue within ServiceNow to ensure all non-closed requests are resolved as quickly as possible.
• Partner strongly with other groups in IT.
• Participate in project work such as rollouts, software upgrades, and occasional UAT testing.
• Put forward suggestions for team improvement, including writing documentation on required processes or procedures.
• Train Junior Service Desk Analysts and create knowledge base articles for the IT Service Desk team.
• Act as a go-to escalation point for support requiring elevated access.

Requirements

• 3+ years in enterprise IT Service Desk or End User Computing support.
• Previous experience in a professional services firm is desirable.
• Strong communication skills.
• A collaborative team player approach, with strong attention to detail.
• An innovative mindset, curious about AI and emerging technologies.
• Demonstrated experience troubleshooting and supporting users across a Microsoft-centric enterprise environment, including Windows 11, Microsoft 365, Intune, Entra ID (Azure AD), Citrix, endpoint management, and legal or professional services applications.

Skills

• Microsoft-centric enterprise environment support
• Windows 11
• Microsoft 365
• Intune
• Entra ID (Azure AD)
• Citrix
• Endpoint management
• Legal or professional services applications
• ServiceNow incident management
• AI
• Emerging technologies

Location

• Sydney

Work Type

• Full time
• Maximum Term Contract

Experience Level

• 3+ years

Education Level

• Tertiary qualifications in Information Services or equivalent (desirable)

Benefits

• Holistic wellbeing fund
• Home office allowance

About the Company

• Herbert Smith Freehills Kramer is a world-leading global law firm.
• We are a fully integrated transatlantic and transpacific firm with an extensive footprint across the world’s largest markets, key financial centres and major growth hubs.
• We are recognised as leading in demanding litigation, exacting regulatory work and complex public and private market transactions.
• We are recognised as standing apart in energy, infrastructure and resources.
• We are a world leading international law firm with a global team of over 6,000 professionals across 26 offices.
• We are the market leader in Australia.
• We are committed to high performance, collaboration, diversity and digital innovation.
• We are client-centred, commercially driven, and renowned for our solution-focused expertise.

Equal Opportunity

• We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives.
• We see this as essential to our success, including our ability to innovate and achieve sustained high performance.
• This is a key part of our Values—Human, Bold, and Outstanding.