IT Service Desk Analyst King and Wood Mallesons location Melbourne, CBD and Inner Suburbs. We are a top-tier law firm that aims to have a significant and positive impact on our people, clients and communities in which we work. Our firm is special because of the collective spirit of our people. We are bold, creative, collegiate, caring, smart and fun. We offer our people competitive total rewards and a strong focus on career development opportunities. King & Wood Mallesons is an Asian headquartered global law firm with more than 2,000 lawyers across 27 locations including China, Hong Kong, Australia, Singapore, the United Kingdom, continental Europe, the Middle East, Japan and the US. Benefits market leading work for premium clients, flexible and agile working, support for working parents including emergency childcare, corporate gym memberships, flu vaccinations, skin checks, discounts on health, general insurance and other products and services, swap pay for leave and time in lieu, mobility around our network when opportunities arise. About the role in this role you will provide high quality technical support to all king & wood mallesons partners and staff. As part of the Technology Service Desk team, you are the first port of call for any customer enquiries and problems relating to technology. Support is given both over the phone and in person. This is a highly customer service focused environment. Understanding and adoption of ITIL processes is required. Key responsibilities of the role include taking first line calls from partners and staff and troubleshooting issues to come to a timely and effective resolution, logging of all incidents in servicenow, providing application support, setting up and configuring new software and hardware, ensuring 100% functionality, ensuring network availability through a thorough understanding of network topology, while carrying out effective cable management, relocation of equipment and registering and issuing loan equipment. This is a fantastic opportunity to work in an energetic and dynamic environment, within a professional and supportive team.  The role is a full time contract for 12 months with 8 hour shifts between 7:00am - 9:00pm. In addition to being passionate about delivering high quality IT support to your clients and be willing to further develop your skills to assist you in achieving this goal, you will also possess the following essential skills and experience minimum 3 years experience in a similar service desk or help desk role, providing level 2 support, working knowledge and experience of windows 10 and office 2013/2016 environment, hardware (mobile pc’s, smartphones etc.) and software troubleshooting experience, exchange 2016 and active directory troubleshooting experience, the ability to work autonomously within a fast paced environment as part of a national service desk team providing support both face to face and remotely, exposure to a legal or professional services environment is preferable in this role. Possession or progression towards Microsoft certification and ITIL Foundation certification is essential.  You will be a positive team player, who has flexibility, energy, initiative and a "can do" attitude, excellent communication skills and the ability to develop rapport with both your internal and external clients. We want people who can help build a culture committed to achieving the best results through innovation, adapting to disruption, being different and contributing to our Great Place to Work. Flexibility with regards to after-hours and weekend work is required. Why work with us we want to be the law firm clients love to work with and a great place to work and grow for our people. It’s important to us and our clients that you, our people, find working at KWM an enjoyable and rewarding experience. We know our people value flexibility around when and where they work. So we are committed to offering a more adaptable way to work – we call this Agile Working. Growth conversations and real-time feedback is also a priority.  So whether it’s more targeted and meaningful conversations around professional and personal development, regular feedback, coaching or developing infrastructure - we want to help our people grow.