Service Desk Technician

Job Description

Corporate Services | Information Technology | Adelaide Permanent full-time position Hybrid and flexible working; WFH and from modern, open plan offices. We will provide you with WFH IT equipment plus reimbursement of up to $500 for additional equipment Reward and recognition, including competitive remuneration and career progression Learning and career development programs for all roles and levels Market competitive and flexible leave options Free daily breakfast, office drinks and social events Genuine commitment to health and wellbeing, pro bono and community, and diversity and inclusion across our firm More information about our benefits can be viewed here: bit.ly/HWbenefits About the role and team We have an opportunity for a Service Desk Technician to join our Technology team, to be based in our Adelaide office. As an experienced Service Desk Technician, you will provide systems support nationally and desktop support for the Adelaide Office. You will act as the first point of contact to efficiently investigate, resolve and provide a high level of customer service for a variety of technology-related service requests. You will be required to be in the office full time (5 days per week). This role forms part of our national Technology team. The IT team at Hall & Wilcox has approximately 23 team members nationally. The Technology team at Hall & Wilcox is structured across engineering and development, application support, information security and service desk. You will be responsible for: Responding to user inquiries by following service desk procedures; Providing support across a range of hardware and software, at level 1 and level 2; Ensuring all user requests are logged in the service desk system; Escalating more complex queries; Coordinating the timely provision of service desk support services; Communicating to users as to the progress of their inquiries from receipt to closure of the call; Advising users about service desk and operational support facilities and procedures; Identifying and advising Service Delivery Manager/IT Manager of recurrent user inquiries; Updating and maintaining the call-log to ensure accurate recording of all calls received; Attending court to safely and securely download subpoenaed documents produced by court; Ensuring all portal storage devices are barcoded, scanned for malware, and registered in line with the firm’s portable storage devices process; Ensuring data contained on portable storage devices is securely downloaded and deleted in line with the firm’s portable storage device process; Providing backup to other Service Desk Technicians and broader Technology team as required. About you We are keen to hear from candidates with the following skills and experience: At least 2 years of experience as a Service Desk Technician or in a similar role within a professional services environment; Tertiary qualification in Information Technology or a related discipline; Strong organisational skills; Strong attention to detail; Excellent customer service skills; Excellent verbal and written communication skills; Self-motivated, decisive, with the ability to adapt to change and competing demands; Ability to work well independently as well as productively within a team. About us Hall & Wilcox is a leading independent Australian law firm. We are a firm of more than 1150 people, including over 145 partners, delivering outstanding legal services to corporate, public sector and private clients, both Australian-based and those offshore doing business in Australia. Our purpose is to enable our clients, our people and our communities to thrive. Hear from our people about what it’s like to work at HW: bit.ly/HWpeople Some of our recent awards and citations include: Law Firm of the Year at the 2023 Lawyers Weekly Australian Law Awards Law Firm of the Year (101-500 Lawyers) and Diversity Initiative of the Year at the 2022 Australasian Law Awards Ranked fourth in the Lawyers Weekly Top 25 Attraction Firms for 2023 and 2024 Workplace Gender Equality Agency (WGEA) Employer of Choice for Gender Equality (EOCGE) citation holder since 2018 Best Law and Related Services Firm ($100m-$200m revenue) and Best Professional Services Firm ($100m-$200m revenue) at the 2023 Client Choice Awards We are known for having a great culture that is warm and welcoming, progressive, inclusive and supportive, and that is underpinned by our enduring values - known as Hallmarks. We are also renowned for Smarter Law, which means we look beyond the status quo to think differently and find solutions that are better, faster and cheaper. Smarter Law includes enabling technology, challenging business models, innovative pricing and creative resourcing. We are a firm of the future. We offer our people interesting and challenging work, and access to great clients. To learn more about HW visit our website. How to apply Let’s connect. Click apply to submit your application. At Hall & Wilcox, we are committed to creating and maintaining a workplace that actively seeks to include, welcome and value unique contributions of all people. We encourage applications from candidates of all cultural backgrounds (including First Nations), age, abilities, sexual orientation and gender identities. We are also committed to supporting candidates with disabilities so that every candidate is offered a fair, equitable and supportive recruitment experience. If you require any adjustments or support to complete your application, or if you have any questions, please contact Kim Chalmers, Senior Talent Acquisition Advisor, at for a confidential discussion. This vacancy is being managed directly by the HW Talent Acquisition / People & Culture team. We will contact our preferred agency partners should we require any assistance. #LI-KC1 #J-18808-Ljbffr