Junior Service Desk Analyst

Your role

At Allens, our business teams are also specialists in their field, using their unique knowledge and expertise to solve critical client and business challenges.

The services provided by our IT Service Desk team includes: ad-hoc end user and desktop support via the Service Desk, through phone calls, emails or in person; systems operations, as well as records administration.

This is a permanent, full-time opportunity based in the Sydney office. Hybrid working (80% in the office) is how we work however flexibility matters at Allens, so if you are seeking hybrid working or are looking for flexibility in your work, we would be happy to discuss what arrangements would work best for you.

Customer service duties will include, but are not limited to:

• Assisting Partners and staff with any problems and queries regarding the use of IT hardware, software and other equipment
• Technical troubleshooting and problem resolution
• Various network and administrative tasks: upgrades, rollouts, documentation, floor walking, office moves, etc
• AV and VC setup and assistance
• Phone support
• Hardware support
• Incident management (ITIL framework, root cause analysis, continuous improvement)
• Asset management (ITIL framework, data integrity and records maintained).

The technologies we use include all computer systems, with an emphasis on Document Management Systems (iManage), Windows 10 (SOE), MS Office 365, MS Outlook, MS Teams and Teams Calling, Headsets (Poly), Audio Visual / Video Conferencing systems (MS Teams native / Crestron hardware), and Apple devices with MDM management.

About you

We are looking for motivated people seeking their start in IT.

This is an excellent role for someone who loves customer service, has a passion for IT and is looking to jump start their IT journey at a top-tier, global employer of choice who fosters career growth.

To succeed in this role you will need the following:

• Customer service skills
• Customer facing experience is ideal, but not necessary
• Willingness to learn and grow
• Exposure to Windows 10, MS Office 365, MS Teams and Teams Calling is ideal, but not necessary
• An eagerness for technical troubleshooting
• Enthusiasm to thrive in a busy, fast-paced environment and be able to manage and prioritise multiple tasks and operate calmly under pressure
• A mindset towards technical, analytical and problem solving skills
• Teamwork and interpersonal skills

Your development

In joining Allens, you will receive unparalleled learning and development opportunities. You will be challenged, supported and guided as you learn and develop, and will be encouraged to grow. We foster greatness, and will coach and support you to meet your goals and aspirations.

Our unique Career Deal allows you to take control of your career and provides a transparent approach to career development. Our international alliance with Linklaters means we are able to support secondments all over the world.

Our perks

Our benefits include:

• Financial: market competitive fixed remuneration; salary continuance insurance, employee recruitment referral program, discounts at hundreds of suppliers including retail outlets, health and travel insurance, charity matched funding program.
• Health and wellbeing: fully subsidised gym memberships, annual flu vaccinations, skin checks, in-house snacks and catered meals, subsidised sporting and social activities, Employee Assistance Program including confidential counselling, wellbeing coaching and financial coaching for employees and their families and regular wellbeing sessions with our in-house consulting Psychologist.
• Flexibility: hybrid and flexible working arrangements to support you in your work and life commitments and passions, equipment to support working from home.
• Leave: ability to purchase additional annual leave, access to an enhanced, inclusive and flexible parental leave policy – 26 weeks paid parental leave with no minimum service for permanent employees and high quality executive coaching to support the transition.
• Recognition: team based recognition including social activities and contribution based recognition activities, and annual Allens Values Awards to nominate and recognise the incredible contributions of our people.

Allens is also proud to invest in our communities, giving you the opportunity to make a difference through our work on reconciliation, the environment and other social justice issues as well as our workplace giving and volunteering programs.

How to apply?

We'd love to hear from you so please click "apply now"! If you would like to find out more, please visit "This is Allens" or listen to our Allens Confidential podcast to hear real stories from real people about life at Allens. Alternatively, for a confidential discussion, please reach out to Mikaela Downie.

At Allens, our culture is made up of unique backgrounds and varying life experiences. We celebrate our people's differences across gender and gender identity, sexual orientation, age, ability, cultural backgrounds, First Nations communities, and family and caring arrangements. If you require adjustments to fully participate in our application process, please contact us at [email protected]. We encourage applicants from all backgrounds, so if you're excited about this role but your past experience doesn't align, please express your interest by emailing us at [email protected]. The right role for you might be just around the corner!