This is a IT Support Analyst role with Maddocks based in Sydney, NSW, AU Maddocks Role Seniority - junior More about the IT Support Analyst role at Maddocks Supportive and friendly culture Opportunities for professional growth Permanent full-time role in Sydney CBD About Us We are a modern Australian law firm with a leading reputation. We focus on exceptional service, operational excellence and being at the forefront of employee experience. We work closely with Australian and international businesses, organisations and governments. About The Role Based in our Sydney office, you will be the first point of contact for all IT related requests. In this varied role you will be responsible for responding to IT issues and requests, acting as an escalation point for more complex issues, and providing staff with progress and updates. Responsibilities We take pride in delivering exceptional client service in a high volume environment, and in this varied role some responsibilities will include: Logging and tracking all service desk requests, including incidents and escalations for complex issues. Maintaining the service desk function and meeting the varied demands of work. Technology rollouts, set up and tracking of staff laptops and smartphones. Providing advanced technical and operational support to Maddocks staff and clients. This is a full-time position which requires you to be physically onsite. Office hours are from 8.00am to 6.00pm working on a rotational roster. In addition, there is an afterhours support service that the successful candidate would be expected to be a part of, on a rostered arrangement (which is performed remotely and which you will receive additional compensation for). Maddocks offers a collaborative and engaging environment where you will be provided mentorship, support, ongoing training and encouragement for progression. About You We are looking for a motivated IT all-rounder who is looking to work with a professional services firm. To be successful in this role, you will have the following skills and experience: A minimum of 12 months experience working in a similar role A comprehensive knowledge of Windows 10 and Office 365 Exposure to Windows 11 would be beneficial An understanding of computer hardware, MS Teams, ITIL and other technologies Experience with an ITSM (Information Technology Service Management) tool is favourable Technical skills aside, you will actively take the next step to go above and beyond in all aspects of this role. You will be passionate about the delivery of exceptional client service and will have excellent communication skills. You will use your innovative problem-solving skills, understanding and resolving issues. You will also have outstanding time management and organisational skills and are comfortable working with minimal supervision and receiving virtual support from your team. Overall, you will be skilled in delivering on quality and eager to provide people-focused support to Maddocks staff nationally. Why join Maddocks? Maddocks Is Simply a Great Place To Do Great Work. We Foster a Culture Of Collaboration, Learning And Engagement Where You Will Experience A diverse and inclusive workplace: We have been named an employer of Choice for Gender Equality by the Workforce Gender Equality Agency (WGEA) every year since 2004 along with being named a Silver Employer at the Australian Workplace Equality Index's 2024 LGBTQ Inclusion Awards. We promote diversity internally through our Maddocks Gender Equality Network, Maddocks CALD, Maddocks Disability Inclusion and Maddocks Pride groups. Career Development: Learn and develop through structured learning and development programs at each stage of your career and study support programs. Community involvement: give back to the communities in which we operate through our thriving pro bono and grants programs and staff volunteering initiatives. Wellbeing & Benefits: access to up to 20 weeks paid parental leave, discounted gym memberships & health insurance, salary continuance insurance, Employee Assistance Program and parents and carers wellbeing programs. Our people are our greatest advocates and we believe this is a result of our inclusive culture and focus on complex and interesting work. To be eligible for this role you must be legally permitted to work in Australia. Please note that unsolicited applications from agencies will not be considered at this time. Ready for your next career move? Make your Move to Maddocks – Apply Now. As part of our commitment to protecting your privacy, your application information will only be retained for a period of 24 months after the submission of your application. After this period, your Maddocks job seeker profile will remain active, however all application details will be permanently deleted from Big Red Sky. Should you wish to delete your job seeker profile, you can do so in your account settings (under the 'Change Login' menu option). Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Maddocks team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Logging and tracking service desk requests Maintaining service desk function ️ Providing technical support Key Strengths Windows 10 and Office 365 ️ Communication skills Problem-solving skills ️ Windows 11 ITIL ️ ITSM tools Why Maddocks is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Maddocks not with Hatch.