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 strong 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 transparent 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.

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 strong 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

📌 Technical Services Analyst (Sydney)
🏢 Myhfw
📍 Sydney