Emilia Nikolovski

Key Responsibilities:

· Provide a timely response to users in response to asset related service requests.

· Administer Legal Aid NSW ICT assets (hardware, software, records) to ensure compliance with relevant legislation, regulations, policies and guidelines.

· Utilise the CMDB as a register of all IT assets including details of their location, configuration and history.

Achievements:

· Reduced backlog of 600+ ICT Asset request/tickets down to current amount of 48, resulting in improved efficiency and response times.

· Enhanced tracking and allocation of IT resources, significantly increasing equipment lifecycle.

· Conducted comprehensive audit of IT assets, identifying underutilised resources, resulting in the reallocation of equipment to high-need areas, optimising resource distribution.

• Provide leadership to and manage the performance of administrative and clerical staff including identifying and implementing strategies to meet training and development needs
• Manage and coordinate administrative support to ensure the delivery of appropriate and efficient client services to the maximum extent within available resources
• Actively contribute in various interagency meetings as required ensuring services are delivered efficiently and consistently in line with Legal Aid NSW objectives
• Resolve issues which may include aggressive and distressed clients, managing conflict between administrative staff, managing grievances, and managing work performance
• Manage competing priorities and high volumes of work with limited and restricted resources
• In this regard the Office Manager must ensure that administrative staff work as a team
• Provide ongoing training and instructions to solicitors and legal staff in the use of office systems and processes
• Developed and executed a digital transformation plan with the SIC to retire paper-based systems during the COVID-19 6-week lockdown
• Led a high-performance team of 6 LSOs during the major disruption of lockdown and continued to improve efficiency and team culture during this period.

• Assisting the Office Manager by allocating work tasks to LSOs in a work pool environment during the COVID-19 shutdown period
• Generating rosters for the solicitors to appear in the Local and District Courts for warrants and arraignments
• Resolving client complaints and managing client expectations
• Assisting the Office Manager with all managerial tasks while continuing to do conduct LSO tasks.

• Provide leadership to and manage the performance of administrative and clerical staff including identifying and implementing strategies to meet training and development needs
• Manage and coordinate administrative support to ensure the delivery of appropriate and efficient client services to the maximum extent within available resources
• Actively contribute in various interagency meetings as required ensuring services are delivered efficiently and consistently in line with Legal Aid NSW objectives
• Resolve issues which may include aggressive and distressed clients, managing conflict between administrative staff, managing grievances, and managing work performance
• Manage competing priorities and high volumes of work with limited and restricted resources
• In this regard the Office Manager must ensure that administrative staff work as a team
• Provide ongoing training and instructions to solicitors and legal staff in the use of office systems and processes
• Developed and executed a digital transformation plan with the SIC to retire paper-based systems during the COVID-19 6-week lockdown
• Led a high-performance team of 6 LSOs during the major disruption of lockdown and continued to improve efficiency and team culture during this period.