DescriptionWe're looking for a customer-focused Support Analyst (Level 2 Service Desk) to join our Technology Services team in Melbourne on a permanent basis.As part of a collaborative and high-performing team, you'll provide technical support across our APAC offices, helping colleagues stay connected, productive and supported through a broad range of technologies and applications.
This is an excellent opportunity for an IT support professional looking to further develop their technical skills in a professional services environment.The roleAs a Support Analyst, you'll be responsible for delivering high-quality technical support across hardware, software, networking and cloud-based technologies.
Working closely with colleagues across the business, you'll troubleshoot issues, resolve service requests and contribute to a seamless end-user experience.Key responsibilities include:Providing Level 2 technical support to users across multiple locationsTroubleshooting hardware, software, networking, VPN and mobile device issuesManaging incidents and service requests within agreed service levelsSupporting Microsoft 365, Windows environments, Active Directory and user access requestsEscalating complex issues to specialist teams where requiredAssisting with device deployments, upgrades and onboarding activitiesMaintaining documentation and knowledge base articlesContributing to process improvements and enhancing the user experience About YouYou'll be an experienced Service Desk or IT Support professional who enjoys solving problems, working collaboratively and delivering outstanding customer service.You'll bring:Previous experience in an IT Support,



Service Desk or Help Desk roleAt least two years' experience supporting Microsoft Windows, Microsoft 365, remote access technologies and mobile devicesExperience within a corporate or professional services environmentStrong troubleshooting and analytical skillsExcellent communication and stakeholder management skillsA customer-first approach and commitment to service excellenceAn IT-related qualification or equivalent industry experienceA proactive attitude, willingness to learn and genuine passion for technologyFull working rights in Australia Highly regarded:Previous law firm or skilled service experienceExposure to ITIL frameworks and service management best practice.
ApplicationsTo be considered for this opportunity, you must have unrestricted working rights in Australia and be available to work full-time, five days per week between 8:00 am and 6:00 pm.
Agencies: This role is being managed directly by the Talent Acquisition team.
We are not currently accepting applications or candidate submissions from recruitment agencies.
Should our requirements change, we will reach out to our preferred agency partners directly.
Why join Pinsent Masons?
We have a global reach and a local feel.
With 31 offices and **** lawyers operating across Asia Pacific, Europe,



Africa and the Middle East, you'll be exposed to domestic, international and multi-jurisdictional high-profile work, yet be in an office where everyone knows your name.
We do things a bit differently.
Legal services are at the core of our business; however, we have diversified into other areas providing complimentary services to clients through offerings like Brook Graham and Vario flexible services.
We like to be flexible.
Our firm is professional but also relaxed, you can dress for your day and in your own style.
We also promote practices that support wellbeing, mental wellness and work/life balance so that everyone can thrive at work and at home.
We're lots of fun and very inclusive.
Proud of our leading reputation for diversity and inclusion, we have created an open environment where everyone can bring their whole selves to work.
You'll also have plenty of opportunities to participate in, and even run, social activities, diversity and inclusion networks, and charitable initiatives.
Diversity and Inclusion At Pinsent Masons we value diversity and inclusion.
We are committed to creating a better workplace where all our talent can succeed and feel like they belong.
We want to attract, retain and develop people at all levels and encourage applications from all suitably qualified candidates whatever your ethnicity, religion, age, physical or mental disability/long term condition, sexual orientation, gender identity or expression or any other characteristics protected by local law in the jurisdictions in which we operate.

📌 Support Analyst - Melbourne
🏢 Pinsent Masons Vario
📍 Melbourne