Service Desk Analyst

About this role

• Award winning Australian private practice
• A firm with a strong reputation for having an authentic and inclusive culture
• On-site

About the Company

Lander & Rogers is a leading independent law firm, with offices in Melbourne, Sydney and Brisbane and global reach. Our focus is on innovating the client experience and leading change in legal service delivery. We are also committed to supporting our communities through our pro bono work.

About the Role

Reporting to the Service Delivery Manager, you will serve as the primary on-site contact point for end-users, ensuring service excellence through on-site AV and technical support, troubleshooting, and active contribution to the operation and enhancement of IT services, all while maintaining compliance with IT policies and procedures.

Our Service Desk operates 8am - 6pm Monday - Friday and its team members work on a rotating 8-hour day shift.

The Service Desk also provides afterhours support, weekday evenings (6pm - 9pm) and weekends (9am - 5pm) which team members also work on an on-call basis via rotating shifts.

Responsibilities

• Deliver high-quality on-site customer service, including meeting room setups and hands-on technical assistance.
• Provide 1st and 2nd level national technical support via phone, email, and in-person channels.
• Troubleshoot hardware, software, and network issues; escalate complex problems to the relevant IT teams when necessary.
• Support enterprise and legal-specific applications (e.g., O365, Email Gateway, Practice Management System, Document Management System).
• Maintain accurate service desk records, including incident logs, asset tracking, and knowledge base entries.
• Manage on-site IT asset inventory, including regular stocktakes and reporting.
• Provision and deprovision user access for onboarding, offboarding, and staff role changes.
• Manage ad hoc maintenance, hardware, or software activities requiring on-site presence.
• Communicate effectively with users, team members, and stakeholders to provide timely updates and resolutions within the SLA period.
• Contribute to process improvement by identifying recurring issues and suggesting enhancements.
• Ensure adherence to IT policies, procedures, and best practices.
• Collaborate effectively with the team and assist with IT project tasks and implementation.
• Any other general duties advised by the Service Delivery Manager.

About You

• Bachelor's degree in Information Technology, Computer Science or related field
• Proficient in supporting enterprise applications such as Active Directory, O365, Exchange, Teams, and other standard Microsoft Office suite applications
• Sound knowledge and understanding of Practice Management and Document Management systems
• ITIL certified (Desirable)
• A minimum of 2 years' experience in a similar role in a legal environment
• Aderant, iManage Work and O365 experience is highly desirable
• Exceptional customer service skills with a focus on delivering a positive user experience
• Demonstrate adaptability to navigate and succeed in a dynamic work environment
• Strong analytical mindset to systematically and efficiently resolve technical issues
• Communicate and collaborate effectively with stakeholders to ensure that requests are actioned with timely updates
• Prioritise a client-centric mindset, ensuring that all interactions are conducted with empathy and a commitment to user satisfaction
• Showcase expertise in supporting a diverse range of enterprise and legal applications
• Exhibit effective task and time management skills, prioritising responsibilities based on urgency and impact to ensure excellent service delivery A sharp eye for detail
• Displays initiative and decision-making skills where appropriate
• An ability to quickly learn different types of technologies
• An ability to work independently without constant supervision

Culture

People choose Landers for our down-to-earth, collaborative and supportive culture. We invest in our people and empower them to bring their best selves to work, both personally and professionally. We promote a diverse and inclusive environment with a strong focus on wellbeing, leadership and development.

How to apply

Click APPLY and visit www.landers.com.au for more information.

Lander & Rogers is an equal opportunity employer that embraces diversity and inclusion.

We conduct background checks including criminal record checks on all successful candidates as a condition of employment.