{"id":3730594,"url":"https://alion.io/job/pinsent-masons-support-analyst-melbourne","title":"Support Analyst - Melbourne","company":{"id":92801,"name":"Pinsent Masons","domain":"pinsentmasons.com","url":"https://alion.io/company/pinsent-masons","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":86,"open_postings":8,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-03T23:41:59Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-05T15:39:39Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"We're looking for a customer-focused Support Analyst (Level 2 Service Desk) to join our Technology Services team in Melbourne on a permanent basis.\nAs 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.\nThis is an excellent opportunity for an IT support professional looking to further develop their technical skills in a professional services environment.\nThe role\nAs 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.\nKey responsibilities include:\nProviding Level 2 technical support to users across multiple locations\n\nTroubleshooting hardware, software, networking, VPN and mobile device issues\n\nManaging incidents and service requests within agreed service levels\n\nSupporting Microsoft 365, Windows environments, Active Directory and user access requests\n\nEscalating complex issues to specialist teams where required\n\nAssisting with device deployments, upgrades and onboarding activities\n\nMaintaining documentation and knowledge base articles\n\nContributing to process improvements and enhancing the user experience\n\nAbout You\nYou'll be an experienced Service Desk or IT Support professional who enjoys solving problems, working collaboratively and delivering outstanding customer service.\nYou'll bring:\nPrevious experience in an IT Support, Service Desk or Help Desk role\n\nAt least two years' experience supporting Microsoft Windows, Microsoft 365, remote access technologies and mobile devices\n\nExperience within a corporate or professional services environment\n\nStrong troubleshooting and analytical skills\n\nExcellent communication and stakeholder management skills\n\nA customer-first approach and commitment to service excellence\n\nAn IT-related qualification or equivalent industry experience\n\nA proactive attitude, willingness to learn and genuine passion for technology\n\nFull working rights in Australia\n\nHighly regarded:\nPrevious law firm or professional service experience\n\nExposure to ITIL frameworks and service management best practice.\n\nApplications\nTo 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.\nAgencies: 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.\nWhy join Pinsent Masons?\nWe have a global reach and a local feel. With 31 offices and 1500 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.\n\nWe 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. \nWe 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. \nWe'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.\nDiversity and Inclusion\nAt 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. 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