Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Service Desk Analyst role.
Rezi rewrites your resume against Herbert Smith Freehills's job description. Free.
Tailor your resume to this Service Desk Analyst role.
Rezi rewrites your resume against Herbert Smith Freehills's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Service Desk Analyst posting at Herbert Smith Freehills — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Service Desk Analyst posting at Herbert Smith Freehills — free, in seconds.
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 365
- Intune
- Entra ID (Azure AD)
- Citrix
- Endpoint management
- ServiceNow
- 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.
- As 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.