Technical Services Analyst - Sydney - Full Time

HFW is a sector focused global law firm specialising in construction, shipping, aerospace, commodities, corporate & commercial and insurance. We have over 700 lawyers working across Australia, Asia, Europe, the Middle East and the Americas. With a progressive approach to our roles in commercial business, thinking creatively and pragmatically to support our clients, we are dynamic, entrepreneurial and leaders in our specialist areas.

In Australia, we have 4 offices across Brisbane, Melbourne, Sydney and Perth, with around 220 team members.

The Team

You’ll join a collaborative Australian IT team spanning Sydney, Melbourne and Perth, working as part of HFW’s wider global IT function. As the dedicated IT team member in Sydney, you’ll enjoy local ownership while being well supported by colleagues across Australia and globally.

The Role

In this hands‑on role, you will provide responsive and practical first and second-line technology support to our team members in our Sydney office, while also contributing to Australian regional support and global service delivery. You’ll build strong relationships across the office and act as a trusted point of contact for day‑to‑day technology support.

You will work across a broad range of workplace technologies, including laptops and mobile devices, Microsoft 365, meeting‑room technology and specialist legal applications. You will also play an important role in onboarding new starters, managing the device lifecycle and ensuring technology issues are owned through to resolution.Delivering a responsive, positive and professional customer experience is at the heart of how our IT team supports the business.





You will thrive in this role if you enjoy solving problems, building trusted relationships with users and delivering excellent service, supported by solid troubleshooting and communication skills, sound judgement and a commitment to seeing issues through to resolution.

This is a permanent full‑time office‑based role in our Sydney office, reflecting the hands‑on nature of the position and the importance of providing face‑to‑face support to our people.

Key Responsibilities

Service delivery and user support

- Provide first and second-line support through ServiceNow, telephone, Teams, email, walk‑up and remote channels, with a strong focus on user experience and business impact.
- Log, prioritise, troubleshoot and resolve incidents and requests, maintaining accurate records and clear communication throughout the ticket lifecycle.
- Own issues through to resolution and coordinate effective escalation to specialist teams or suppliers where required.
- Participate in the global support queue and contact channels, including Genesys, and assist with regional and global coverage as required.
- Support partners, lawyers and business services staff with discretion and an understanding of the time‑sensitive nature of legal work.

Devices, identity and mobility

- Build, deploy,



support and retire Windows laptops and associated peripherals using approved device‑management and deployment processes.
- Support Windows 11, Microsoft 365, Outlook, Teams, OneDrive, Microsoft Authenticator, passwordless sign‑in and related identity or access issues.
- Assist with Microsoft Intune, Entra ID, Windows Autopilot, device compliance and endpoint administration within delegated access and approved procedures.
- Set up and support iPhone and iPad devices, including mobile application access and Apple Business Manager-related workflows.
- Maintain accurate asset, assignment, return and disposal records and assist with stock, warranty, leasing and refresh activities.

Legal applications and workplace technology

- Support HFW core legal and business applications, including iManage, Intapp Time, 3E, Adobe Acrobat, Litera tools, printing and secure file‑transfer services.
- Provide hands‑on support for Sydney meeting rooms, Microsoft Teams Rooms, Poly equipment and related audio‑visual technology, coordinating vendors when specialist support is required.
- Support printers, peripherals and general office technology and assist with office changes, technology refreshes and local or Australian IT projects.
- Prepare technology for new starters, movers and returning staff, including device setup, access validation, mobile setup and initial user guidance.
- Create and maintain useful knowledge articles, checklists and troubleshooting documentation and contribute to testing, change readiness and user adoption.

About You

You are a capable and approachable technical support professional who understands that excellent IT service is as much about communication and ownership as it is about resolving the technical issue.

To be

📌 Technical Services Analyst (Sydney)
🏢 HFW Australia
📍 Sydney