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As a L2 Service Desk Analyst you will work in a busy environment supporting sites in Sydney and Melbourne as well as trouble shooting in-house software, Desktop hardware peripherals, networking, audio visual, VOIP and Data Centre infrastructure issues covering:

- Windows 7/10
- MS Office 2010 – 2016 and custom applications
- Outlook Exchange 2010 - 2016
- Lync / Skype for Business 2010 - 2016
- Thin Client / Virtual Machine environment
- Banking / Finance experience preferred
- Trade Floor experience preferred
- Printers and other peripherals
- VOIP and Telephony
- Active Directory
- ServiceNow
- Data Centre

Key responsibilities

- Resolve technical issues and elevate when required
- Manage Desktop tickets
- Deploy desktops, laptops and peripheral devices

Herbert Smith Freehills Kramer is a world-leading global law firm, where our ambition is to help you achieve your goals.

Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why so many are longstanding. We enjoy breaking new ground, as we have for over 170 years.

As a fully integrated transatlantic and transpacific firm, we are where you need us to be. Our footprint is extensive and committed across the world’s largest markets,



key financial centres and major growth hubs.

At our best tackling complexity and navigating change, we work alongside you on demanding litigation, exacting regulatory work and complex public and private market transactions. We are recognised as leading in these areas.

We are immersed in the sectors and challenges that impact you. We are recognised as standing apart in energy, infrastructure and resources. And we’re focused on areas of growth that affect every business across the world.

All of this is achieved by supporting the growth of our people, who help us deliver on our ambition – which is to help you achieve yours.

Herbert Smith Freehills Kramer: Your goals. Our ambition

The Opportunity

We have an exciting opportunity to join our IT Service Desk team on a 12-month maximum-term contract.

In this role, you will be the first point of contact for all IT support needs across the firm, delivering a high-quality, customer-focused experience to our people. As a leading global law firm with over 6,000 people, we are in the world's largest markets, key financial centres and major growth hubs. If you are passionate about technology and delivering exceptional service, we would love to hear from you.

What you’ll do

Provide quality first level phone support to all staff,



resolving customer requests via phone with a strong customer service approach.

Provide first level support in response to customer emails and self-service requests, with a fully customer service-oriented approach.

Log all customer requests into the ServiceNow incident management system, escalating any incidents that cannot be resolved on first contact to the appropriate second level team.

Manage your own incident queue within ServiceNow to ensure all non-closed requests are resolved as quickly as possible.

Partner strongly with other groups in IT.

Participate in project work such as rollouts, software upgrades, and occasional UAT testing.

Put forward suggestions for team improvement, including writing documentation on required processes or procedures.

Train Junior Service Desk Analysts and create knowledge base articles for the IT Service Desk team.

Act as a go-to escalation point for support requiring elevated access.

What you’ll bring

3+ years in enterprise IT Service Desk or End User Computing support, previous experience in a professional services firm is desirable.

A collaborative team player approach, with strong attention to detail

Tertiary qualifications in Information Services or equivalent (desirable).

An creative mindset, curious about AI and emerging technologies.

Demonstrated experience troubleshooting and supporting users across a Microsoft-centric enterprise environment, including Windows 11, Microsoft 365, Intune, Entra ID (Azure AD), Citrix, endpoint management, and legal or professional services applications.

What you can expect from us

We’re a world leading internationa

📌 Service Desk Analyst (Australia)
🏢 Herbert Smith Freehills
📍 Australia