The opportunity We are seeking an IT Support Officer to assist the IT Helpdesk in supporting our users nationally and meet the needs of our Sydney office. This role requires someone who will work proactively in responding to IT incidents, service requests and follow up post incident to increase customer satisfaction and service levels. You'll assist end-users with a range of technical services and issues requiring strong troubleshooting skills to identify the root cause of the incident and prevent recurring issues. Your responsibilities Delivering superior customer service that focuses on solution driven outcomes for end‑users both national and local Taking ownership of incidents, problems and requests presented to the Helpdesk, ensuring they are appropriately investigated and resolved in line within established SLA thresholds Providing support for key line of business applications such as iManage, Teams, Microsoft Office and other platforms in the Microsoft Office 365 suite Troubleshooting hardware, software and network issues (WiFi, VPN, and local) Developing user guides and knowledge documentation to support IT operations and user education Responding to and appropriately escalating system incidents and alerts Providing after‑hours support as part of a rotating scheduled roster Delivering training for staff as required Setting up laptops and maintaining an inventory of hardware Managing user accounts including setup of new starters and departures Providing hands‑on support for meeting room audio/visual setups and equipment Qualifications Minimum 3 years IT support experience in a professional services environment (desired but open to all customer services backgrounds) Demonstrated level of maturity with time management, problem‑solving, and great customer service skills The ability to work well independently and collaboratively as part of a team to resolve complex issues The ability to prioritise your workload, remain calm under pressure and interact with people on all levels ITIL awareness or certification Applicants must have full working rights in Australia and a valid practising certificate to apply HWLE also strongly encourages applications from the Aboriginal and/or Torres Strait Islander community What we offer Unrivalled career pathways: Our 180 day career forecasting sessions provide the platform to fast‑track your progression. Location: Our cutting‑edge office is conveniently located in the heart of the Sydney CBD amidst a fast‑paced, high‑networking legal community. Enjoy working in a state‑of‑the‑art office environment with access to modern end‑of‑trip facilities. Great culture and a huge networking platform: Be part of a firm renowned for its friendly and down‑to‑earth culture. We also have sports clubs, social club and monthly firm‑wide drinks. Impact: Join a firm consistently ranked at the forefront of the Australian legal market, where your work is recognised nationally. #J-18808-Ljbffr