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Information Technology
Sparke Helmore has a serious commitment to leveraging the use of IT to improve the way the firm does business.
We have implemented the key systems that are used by most professional services firms and have built some of our own where they haven't existed.
The IT team is well aligned to the overall business needs and we keep up to date with the latest trends in terms of technology where it has a targeted business benefit. Sparke Helmore has always had a reputation for being clever users of technology, leading the industry in some areas (for example - case management).
We have a solid strategy of using the best tool for a given job and unlike some places, we consider carefully how one tool will fit in with all the others so the end result is integration of our systems so they all work together and we minimise duplicated effort.
Amongst the IT portfolio we offer the following key features to our staff (dependent on business requirements):
- Remote access to the systems using Citrix and Outlook Web Access
- Client access to systems thought the web and data feeds
- Extensive reporting capabilities
- Robust document management
- World class time and billing system in Elite
- Customer Relationship Management
- Blackberries
- Video Conferencing
- Laptops with wireless roaming
Our national offices are all connected via a seamless high speed network which carries our voice traffic, video traffic and data. All of our systems are backed up daily (and more often for some) to ensure that the Firm's information and IT services are protected adequately from disasters or other failures.
The IT Group in Sparke Helmore consists of three key areas:
The National Helpdesk
A dedicated team based largely in Sydney that deal with the front line of IT queries and issues. The helpdesk is open from 8am to 8pm AEST. The helpdesk are a talented group of people with a strong customer focus and good understanding of the business we are in. They have good processes and a culture of supporting what our clients and key initiatives demand. We operate a model where we use skilled helpdesk operatives who are trained up in the systems and processes of the firm. This provides a better level of service over some other firms where the first line helpdesk only log calls and follow a script. We empower our team to achieve which results in good internal ratings in our regular feedback survey.
The Business Systems Team
We have two arms to this team. The Analysts and the Developers. They are responsible for assisting with the selection and implementation of new products, upgrading applications, writing programs, integrating systems with our clients, researching new ways to support business requirements and keeping up to date with the legal sector trends so the firm continues it's advantage. A key role they play is to knit all the various IT systems together into an integrated platform that is aligned with the business needs. The business systems team have a great knowledge of the business we are in and follow a structured methodology in the way they go about their projects which ensures that the Firm gets the results it needs.
The Systems Team
These people look after the servers, network and all the IT infrastructure. They are charged with delivering the stability of systems that the firm demands and ensuring that we keep up to date with relevant technology to support what the Firm needs to do in the future. A number of people coming to Sparke Helmore comment on the reliability of our systems in comparison to where they came from.
On the whole, the IT team are customer focussed, skilled and dedicated. The team has an informal, pragmatic culture which allows us to integrate with the firm well and have fun while we deliver a great service.
