Join Corrs Chambers Westgarth, Australia's leading independent law firm.
The Help Desk Analyst is a key contributor to the Corrs Technology team. The Help Desk Analyst is responsible for providing friendly and efficient support, proactively processing technology incidents and requests through our ITSM system, identifying / investigating problems, updating incident tickets, increasing customer satisfaction, and maintaining and improving service levels.
Key responsibilities:
Maintains ownership of all incidents throughout their life cycle by monitoring and coordinating to ensure timely and effective resolution, with a goal of the customers' satisfaction.
Is the first point of contact for communications between the business and Technology (including third party suppliers).
Escalation of all faults and outages affecting the delivery of Technology services to the business and the regular communication of incident status to customers.
Participates and contributes to an effective team environment by actively working with fellow members to achieve team goals, standards, and Service Levels Agreements.
Assist with the creation and maintenance of the Help Desk process and procedure documentation, to ensure the information is relevant, accurate, and current in support of ongoing continuous improvement.
Involvement in the after-hours support rotating schedule.
The Help Desk Analyst will work closely with the National Technology team to ensure all incidents are resolved within agreed time.
Other key relationships for this role include external vendors and suppliers of goods to Corrs.
Required skills, attributes & qualifications:
Strong customer focus with a positive and proactive approach to customer satisfaction.
A strong team player at all levels.
Ability to apply analytical and conceptual thinking.
Ability to think laterally and to develop creative solutions to issues.
Willing to perform out of hours work as required.
Helpdesk experience is preferred.
Professional services experience is desirable.
To apply: Click on the "apply" button or contact Joe Cincotta for a confidential discussion.
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