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Deskside Analyst Intern - Sydney, NSW

About the company

As one of the world’s leading law firms, we advise many of the largest and most ambitious organisations across all major regions of the globe. With over 4,000 people, including 2,400 lawyers and over 2,000 business services professionals, operating from our global network of offices across Asia Pacific, Europe, the Middle East and North America, Herbert Smith Freehills is at the heart of the new global business landscape providing premium quality, full-service legal advice.

Key Responsibilties:

  • Provide quality Tier 2 on-site and remote technical support to partners and staff
  • Support and administration of our mobile device management platform, including support for users on personal devices (including helping the firm maintain its Cyber Essentials accreditation)
  • Auditing of the firms mobile device management platform to ensure unused devices are removed as per agreed parameters
  • Building, configuration and maintenance of all firm equipment used by employees
  • Monitor HSF devices and applications using Nexthink and contact users if any action is required
  • Be a visible advocate of digital transformation and promote greater digital collaboration within the business
  • Respond to tickets, troubleshoot and resolve hardware problems in a timely manner
  • Communicate with third party companies regarding warranty and new products
  • Use SCCM to delete devices, set users primary device and manage devices
  • Use Intune to manage HSF devices and BYOD
  • Ensure work is carried out within agreed service levels and in accordance with firm policies
  • Actively use ticketing software to accurately record requests and manage work queues
  • Identify, log and resolve technical problems with end-user services
  • Manage personal and shared incident queues based on firm priorities and urgency
  • Manage assets and support the asset management process by updating systems to reflect changes in software, hardware and services as they occur
  • Programming, call rerouting, voicemail administration and address user enquiries for HSF offices
  • Provide first level support for Polycom Video Conference devices as well as in office conference support using Microsoft Teams
  • Asset management - scanning new incoming stock, asset tagging, bi-monthly stock take and allocating stock
  • Set up and configure print queues to work in conjunction with our Follow Me Print solution
  • Asset disposal - wipe unused hardware and recycle (desktops, laptops and USB sticks)
  • Attend to loan IT equipment requests including set up, configure and follow up equipment to return
  • Manage inventory of IT hardware in the office
  • Attend to hardware requests such as adding or replacing IT equipment (mobile phones, deskphones, headsets, keyboard, mice, monitors and docking stations)
  • Troubleshoot faulty IT equipment and log faulty hardware with vendors
  • Set up and remove IT equipment from offices, workstations, meeting rooms and courts  Configure, deploy, maintain and troubleshoot laptops and mobile devices
  • Support and enforce information technology policies
  • Install and configure standard and non-standard software approved for SOE
  • Work when required in key projects and oversee deployment into the live environment
  • Comply with WHS obligations and responsibilities in accordance with the requirements for this role as set out on the intranet

Qualifications, skills and experience:

  • Extremely focussed team player
  • Exceptionally strong customer service focus
  • Excellent personal communication skills with the ability to communicate on a non-technical level
  • Very solid technical skills with client software, eg, Windows 10, Office 2016, Office 365 Outlook / Exchange, VPN software
  • Good technical hardware knowledge with laptops, desktops, printers, routers, mobile phones
  • Takes ownership of incidents, seeing through to closure and taking initiative as required
  • Strength of knowledge in telecommunications, network and Windows server
  • Ability to priotise and negotiate deadlines while maintaining a clear focus on customer service
  • Highly organised and uses initiative  Ability to handle pressure and work to tight deadlines  Aptitude to handle difficult situations and / or demanding people
  • 12 months in a Level 1 or more senior IT support role or equivalent or Degree, Diploma or equivalent in relevant information technology tertiary education


  • Personal Leadership
  • Builds Authentic Relationships
  • Collaborates with others
  • Enhances the client Experience
  • Achieves Results

This role amounts to $46,446.00 Including superannuation for an Undergraduate or Postgraduate working full-time for 12 months.

Closed 5 months ago
Closed 5 months ago
  • Job type:Entry Level Jobs
  • Disciplines:

    Computer Science, Cyber Security, Data Science

  • Work rights:

    Australian Permanent Resident, Australian Citizen

  • Locations:


  • Closing Date:25th Jun 2021, 1:59 pm


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