Service desk analyst -Level 2

The Role

A permanent opportunity is available with Australia's well respected and largest law firm in their Sydnet office. They are looking for an IT Service Desk Analyst - L2 with a customer centric approach to join a dynamic team. Strong communication skills is a must as this role serves as the primary conduit for all technology-related queries and requests, including the identification of recurring support incidents, aiding in problem resolution, and escalating to other technology teams as necessary.

This position functions within a rotating 8-hour shift roster, aligning with the current office hours of 7.30am to 6.00pm on weekdays and non-national public holidays.


Key Responsibilities:

  • Manage the desktop support queue via ServiceNow, ensuring timely issue resolution.
  • Troubleshoot and resolve hardware and software issues for desktops, laptops, and peripherals.
  • Provide AV support for Client Services Floors and meetings.
  • Ensure compliance with SLAs.
  • Escalate complex issues to appropriate support groups with comprehensive details.
  • Maintain clear communication with the business on technology updates.
  • Log all support activities and resolutions in ServiceNow.
  • Own support tickets from initiation to resolution, ensuring user satisfaction.
  • Collaborate with other support teams to enhance AV solutions.
  • Share technical expertise with staff and colleagues.
  • Identify and recommend solutions for recurring issues.
  • Articulate and enforce technology policies and procedures.
  • Participate in technology services team meetings.
  • Engage in projects to improve technology services.
  • Embrace job rotation opportunities to broaden skills.
  • Provide on-site and remote support as required, minimizing disruption to operations.

About You

  • Extensive experience in a Level 2 Desktop role.
  • Knowledge of Microsoft Office 365 and applications such as Word, Excel, and PowerPoint.
  • Experience in a Windows 10 environment.
  • Hardware maintenance and upgrade experience (e.g., diagnosing faults, installing RAM).
  • Understanding of telecommunications (VoIP and mobile).
  • Knowledge of helpdesk call logging software (e.g., ServiceNow or Remedy).
  • Familiarity with Windows, Apple iOS, and Android technologies, and ability to work in environments that include PC desktops, printers, laptops, mobile devices, tablets, apps, and peripherals.
  • Basic experience in setting up home/small network environments and associated technologies, including switches, routers, and wireless access points.
  • Exceptional client service skills and the ability to engage with people at all levels.
  • Strong analytical and problem-solving skills.
  • Strong verbal and written communication skills, including the ability to explain technical information in non-technical terms.
  • Ability to consult and contribute ideas within a team environment.
  • Ability to work calmly under pressure.
  • Ideally PR/Citizen
  • Sponsorship is unavailable, but we welcome visas that do not need sponsorship 

Apply Now! We are actively reviewing CV's as they come in. 

Amanda  Evans's Our  Infrastructure Permanent

Infrastructure Permanent

Amanda Evans

Infrastructure – Permanent

[email protected]
02 8346 6716