IT Support Analyst We have a fantastic opportunity for an experienced IT Support Analyst to join our Digital - ICT Operations team in Melbourne. Primary Duties and Responsibilities Provide professional and responsive IT support to all users. Aligning with ITIL best practices including incident management, service request management, problem management. Providing IT support for internal and external seminars, training, and hybrid meetings. Triaging and prioritising tickets in line with agreed service level agreements (SLAs) ensuring timely resolution and quality customer service. Escalation of issues and requests to third-party vendors as required. Develop and maintain knowledge base articles and user guides. Laptop and device lifecycle management including repairs and escalations with vendors. User lifecycle management. Provide support for Microsoft Windows, Microsoft 365 applications, and firm-approved applications and IT services. Assist with basic networking issues and connectivity troubleshooting. Maintain and manage asset register. Maintain positive relationship with all employees. Maintain a cyber security first approach and mindset. Cultivate an awareness of security risks, stay informed of latest cyber threats, instil best cyber security practises and take practical steps to protect the firm and client from cyberattacks. Skills/Knowledge Strong attention to detail, with a focus on producing accurate and high quality work; Professional and confident telephone manner; Excellent communication and interpersonal skills; Exceptional organisational skills. Strong Documentation skills. Experience Minimum 2 years’ experience in a similar role. Experience within a client centred organisation. Exposure/experience in the following: Windows 11. Active Directory and Microsoft EntraID. Microsoft Office 365 environment and applications. Basic Networking. ITSM platforms. Remote Support. Microsoft InTune, AutoPilot. Document management platforms User training Further Information Any questions regarding the vacancy can be directed to Rhoda Siu on ( or . 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. Our Firm and Culture 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 Rhoda Siu on ( or . 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.
