Service Desk Analyst

Job Description

Were Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide.Our Newcastle office is currently recruiting for aService Desk Analyst (FTC). As well as the relevant skills and experience, were looking for people who are innovative, commercial and value the work that they do. We celebrate multiple approaches and points of view and believe diversity drives innovation, so were building aculture where difference is valued.The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for our UK and International Offices.Reporting to the Service Desk Team Leader, this is a highly customer focused and visible role requiring excellent firstline and application support skills.The Role:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• 1st line support - troubleshooting IT related problems in relation to software, hardware, access rights and mobile working solutions (iPhone, MobileIron, Citrix, VPN and Signify)
• Ensuring all contact with customers is logged within the ITSM tool (ServiceNow), making use of all incident templates and processes that are built into the system
• Take ownership of customer problems, proactively reviewing, updating and attempting fixes for all tickets in personal queue. Following up the status of problems on the customers behalf (when escalated outside of the Service Desk) and communicating theprogress in a timely manner.

• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Assist with the creation of KnowledgeBase Articles, Incident Templates and Standard Operating Procedures to assist team with handling Incidents/Requests
• Work with team mates to ensure that there are sufficient staff members available to take phone calls throughout the working day
• Proactively identifying potential Major Incidents and following the necessary escalation processes
• Responsible for handling the majority of the telephone calls made to the Desk

• Proactively reviewing, updating and attempting to perform same day fixes on all "unassigned" tickets within ServiceNow (Incidents as well as Service Requests)
• Aim to deliver an 80% first time fix rate on all Incidents
• Aim to fulfil all Service Requests and resolve all Incidents within agreed SLA period

Skills and Experience:

• Experience of working as either 1st or 2nd line in a busy professional services environment, supporting 2000+ customers.
• Significant experience working with high profile, VIP customers, in a demanding and time critical environment.
• Ability to troubleshoot and understand the customers requirements, to be able to deliver the right solution to meet their needs rather than their wants.
• Process driven, with the ability to focus on the end result/be a completer, finisher.
• Excellent written and communication skills.
• ITIL Qualified (Desirable)
• Knowledge of the following:
  • Microsoft Windows 10
  • Microsoft Office 2010 and above
  • Exchange 2016 (Online & On Premise)
  • VPN Solutions
  • Video Conferencing solutions (Skype, Zoom and Teams)
  • Mobile Devices and Mobile Device Management solutions
  • Printing solutions (Desktop and MFD)
  • Active Directory
  • Encryption software

The Service Desk Analyst will work a 7 hour shift any time between 8am-8pm Monday to Friday, shift times will be on a rotation basis.Our clients come first and whilst we have a high performance culture and work hard as a team, in return we offerrange of competitive benefits including:

• 25 days hols + Bank hols
• Bupa Heathcare
• Pension
• Flexible working

In addition, we are proud of our established health and wellbeing programme which supports our employees through mental, physical and lifestyle challenges.Norton Rose Fulbright is committed to promoting a diverse workforce and an inclusive workplace where everyone can realise their full potential and career ambitions on the basis of merit and skill. We offer a range of family friendly and inclusive employmentpolicies, flexible working arrangements, and employee networks.Find more about Diversity and Inclusionhere.Norton Rose Fulbright is an equal opportunities employer. We will make reasonable adjustments to our application process to ensure that you have the best chance of success. We understand that theres not a "one size fits all" approach to adjustmentsso our team will work with you individually to understand more about your requirements. Please contact our Recruitment team #LI-SC1#IND2021#LI-Hybrid