Technology Service Experience Specialist

Slater and Gordon Lawyers are a leading personal injury and class actions law firm where every member of our team has a shared passion for our clients: we are people caring for people.

Our commitment to our people includes offering genuine work-life balance, with a hybrid work environment allowing them to split their time between home and the office. We recognise and reward high performance and have outstanding employee advantages including a week of shutdown leave, paid parental leave, extra-long service leave, together with various ongoing learning and professional development opportunities.

What are we looking for?

The Technology Service Experience Specialist provides a seamless, reliable and positive experience for all our technology services for all users. This role combines hands-on end-user support with a focus on continuous improvement of the overall technology experience, helping the firm meet service expectations and drive user satisfaction.

The role is on a Full Time basis and will provide technical expertise across workplace technologies with the ability to provide solutions to problems in the domain. The position requires strong personal ownership and independent technical thought leadership and decision-making to drive reliable, secure and efficient services.

Key Responsibilities

- Provide technical support to end users across a range of IT services including devices, telephony,
audio visual, conferencing and applications
- Deliver a premium support experience for executive users
- Proactively identify underlying causes of service issues through trend analysis, drive problem
management and embed fixes to prevent repeat incidents
- Identify patterns in repeat service requests, analyse underlying drivers and implement process,




tooling or knowledge improvements to reduce demand on the team
- AI - Adopt contemporary AI tooling to enhance end user experience and drive more value for the
business
- Process – have a focus on process improvement across the entire team. Have the ability to map
current state process then design future state
- Continuous improvement – have a continuous focus on improvement process and technology across
the division and into the wider team and organisation
- Take personal accountability for proposing and executing roster changes, ensuring service coverage
and compliance with team policies
- Take ownership when handling escalations - de-escalate, clarify expectations and remain the single
point of accountability until the issue is resolved
- Accurately log, update and close all incidents, requests and tasks in ServiceNow, ensuring tickets
reflect real-time status and clear communication
- Act as a user advocate – identify pain points and opportunities to improve the technology experience
- Monitor and analyse service performance, incidents and trends to inform continuous improvement
initiatives
- Take ownership when handling escalations - de-escalate, clarify expectations and remain the single
point of accountability until the issue is resolved
- Ensure incidents and service requests are resolved in line with agreed service levels




- Contribute to the development and maintenance of knowledge articles, FAQs and support
documentation
- Collaborate with Technology teams and vendors to escalate and resolve complex technical issues
- Participate in projects to enhance tools, processes and the overall digital workplace experience
- Provide white-glove support across hardware, software, mobile devices, conferencing tools and
collaboration platforms
- Other duties as required

What next?

If you are interested in this opportunity, please apply directly to Slater and Gordon. We prefer to talk with you personally and are not accepting applications from recruitment agencies.

To be eligible for this position, you must be an Australian citizen, a permanent resident, or hold a valid visa with full and unrestricted working rights in Australia. Proof of work rights will be required as part of the Slater and Gordon application process.

Acknowledgement of Country Slater and Gordon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all First Nations peoples today.

Diversity + Inclusion Slater and Gordon is committed to creating an inclusive workplace that values diversity and ensures equal opportunities for all. Slater and Gordon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes. We understand that everyone has different needs. If you require reasonable adjustments throughout the recruitment process, please let us know in your application.

📌 Technology Service Experience Specialist (Melbourne)
🏢 Slater And Gordon
📍 Melbourne