IT Services Analyst

You deliver operational technology excellence with the instincts of a trusted advisor—providing a concierge-grade, end-to-end customer experience that resolves issues quickly and enables colleagues to work smarter.

You will manage day-to-day walk-in IT Bar support, run end-to-end incident triage and onboarding setups (such as Jamf/Windows enrollment), coordinate conference room AV technologies, and oversee regional equipment lifecycle logistics from purchasing and inventory management to secure shipping.

Additionally, you will proactively engage colleagues to understand their technology usage, champion adoption of AI-enabled productivity tools (like Cursor and Claude), and translate recurring technical pain points into actionable feedback for global product teams. Your work will help leave office colleagues more capable and confident, driving meaningful adoption of firm tools and maintaining high-quality local service delivery.

You will be based in Sydney as part of our Global Provisioning Capabilities team within the Global TechHubs function. This team serves as a trusted advisor to office colleagues and the wider IT service teams, delivering support, building awareness, and improving adoption of Firm tools, solutions, and services.

• Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey.
• A voice that matters: From day one, we value your ideas and contributions. You’ll make a tangible impact by offering innovative ideas and practical solutions, all while upholding our unwavering commitment to ethics and integrity. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.
• Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm’s diversity fuels creativity and helps us come up with the best solutions. Plus, you’ll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.
• Exceptional benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.

• Degree in Computer Science or equivalent work experience
• 3+ years of experience in corporate IT support, desktop support, workplace technology, service desk, or professional services environments
• 1+ years of experience configuring, deploying, and supporting IT hardware (laptops, desktops, tablets, and mobile devices) is preferred
• Excellent organizational capabilities, strong ownership, accountability, and outstanding attention to detail, with exceptional time management to meet responsibilities in a largely autonomous environment
• Proficient in rational decision-making and troubleshooting complex technical issues based on data, facts, and logical reasoning, with the ability to identify service improvement opportunities and communicate insights effectively
• Demonstrated curiosity and interest in emerging technologies and AI-enabled productivity tools, with the ability to learn, demonstrate, and champion new tools (such as Cursor, Claude, and GenAI)
• Deep technology support experience across Microsoft Windows, macOS, Microsoft 365, Zoom, Microsoft Teams, mobile devices, AV technologies, and endpoint management platforms like Jamf
• Experience maintaining accurate operational records using ServiceNow or comparable IT service management platforms
• Practical experience with purchasing and logistics processes, including obtaining quotes, submitting/tracking orders, and monitoring and optimizing inventory levels
• Ability to work in-person and travel locally as required (team schedules and office locations may vary)
• Ability to operate office equipment and safely handle, transport, and package workplace technology equipment, peripherals, and inventory
• Strong communication and stakeholder management skills, both verbal and written, in English, with the ability to build trusted relationships across all levels of the firm, facilitate technology training, and translate complex technical concepts clearly to non-technical audiences