IT Support Analyst – Level 2

IT Support Analyst – Level 2

We have a fantastic opportunity for an experienced IT Support Analyst - Level 2 to join our Digital - ICT Operations team in Melbourne office. The IT Support Analyst is responsible for providing end-user support, troubleshooting, and technical assistance to all staff in relation to computer systems, applications, hardware, and networking. Working as part of the ICT Operations team, you will ensure the efficient and secure use of technology across the firm and support continuous service improvement.

Primary Duties and Responsibilities

• Troubleshoot and resolve technical issues relating to desktops, laptops, printers, software applications, and other IT systems.
• Provide friendly, responsive and effective support to staff both in person and remotely via phone, email or the service desk platform.
• Apply technical knowledge to diagnose problems and implement solutions, escalating where necessary;
• Assist in the deployment and rollout of new hardware, operating systems, software, and network infrastructure across the firm.
• Keep users updated on the progress of their requests, from logging the ticket to resolving the issue.
• Maintain and manage the helpdesk system, ensuring all calls are logged accurately and followed up within reasonable timeframes
• Install, configure, and update software applications, printers, and operating systems, ensuring compliance with firm policies and licensing.
• Use remote desktop and administration tools to diagnose and resolve issues across both on-site and off-site locations
• Provide IT support for internal and external events by setting up equipment and providing onsite assistance during presentations and training sessions.
• Manage and track loan equipment and maintain accurate IT asset records.
• Help ensure that applications and systems are being used efficiently and are functioning as they should.
• Support users with access and permissions, including managing accounts
• Provide guidance and training to staff on how to use systems and software effectively, improving their confidence and reducing support requests.
• Maintain positive relationship with staff across all departments, offering helpful and proactive support; and
• Maintain cyber security at all times. Cultivate an awareness of information security risks, stay informed of latest cyber threats, instil best cybersecurity practices and take practical steps to protect the firm and client from cyberattacks.

Skills/Knowledge

• Strong attention to detail, with a focus on delivering work that is accurate and of a consistently high standard;
• Confident telephone manner and clear communication style when speaking with staff and resolving issues;
• Strong interpersonal skills, with the ability to build rapport and explain technical concepts in a way that is easy to understand;
• Good written communication skills for documenting processes, logging support requests and following up with users; and
• Well organised, with the ability to manage competing tasks and keep things on track in a fast-paced environment.

Experience

• At least one year's experience in a similar IT support, service desk or helpdesk role;
• A formal qualification such as a Diploma or Advanced Diploma in Information Technology (or a related field) is preferred;
• In the absence of formal qualifications, at least three years of relevant work experience;
• Previous experience working in a client-facing or professional services environment will be highly regarded;
• Practical experience with the following systems and technologies:
• Windows 10 and Microsoft Office (2016 or later);
• Active Directory for user access and account management;
• Basic Networking, including connectivity troubleshooting;
• Call logging or IT ticketing platforms;
• Providing phone based and remote desktop support.

Any questions regarding the vacancy can be directed to Rhoda Siu on 03 9609 6737 or rsiu@rk.com.au. For further information or to submit your application for this position please visit the careers page on our website. Please note any offer of employment made by Russell Kennedy Lawyers to the successful candidate will be subject to a police check. We are currently accepting applications from direct applicants only. No agency referrals will be accepted at this stage.

Russell Kennedy is a commercial law firm with more than 340 people in Melbourne and Sydney. We are committed to providing exceptional legal strategies and solutions to our clients, guided by market-leading expertise across our key sectors of focus.

As part of our team, you'll receive hands-on experience, quality mentoring and access to valuable learning opportunities. We encourage a professional and committed work ethic, while recognising the importance of an enjoyable working environment and balanced lifestyle. We believe we have a culture where individuals of all backgrounds and abilities feel included and confident in bringing their whole selves to work, and where your talents are fostered, empowering you to contribute to the success of the firm.

Russell Kennedy is proud to be an equal opportunity employer and is certified as a WGEA Employer of Choice for Gender Equality, as well as being certified as a gold employer in the Australian Workplace Equality Index for employers with 500 or less employees. We respect and celebrate the things that make each of us different. The firm supports and promotes a range of initiatives to create an environment that is characterised by equal access and respected participation of all groups and individuals. There is a particular focus and emphasis on gender equality, inclusion of First Nations peoples, accessibility for people with disability, LGBTIQ+ inclusion, and cultural diversity. Russell Kennedy is recognised by Australian Disability Network as a Disability Confident Recruiter employer.

Russell Kennedy is committed to attracting and retaining the best talent available. We acknowledge the importance of work-life balance, all current and prospective employees have access to flexible work options and workplace adjustments including alternate accessible formats, where required. If you require an adjustment during the recruitment process please contact Leanda Nissen on 03 9609 1523 or lnissen@rk.com.au.

Russell Kennedy Lawyers acknowledges the Traditional Custodians of the lands on which we meet and work. Our offices are situated on the unceded lands of the Wurundjeri and Gadigal peoples. We pay our respects to their Elders, past and present, to their emerging leaders and to the resilience, creativity and vitality of their cultures including their laws and systems of governance.