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Service Desk Analyst 12m FTC

Job LocationNewcastle Upon Tyne
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

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 a Service Desk Analyst on a 12m 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 a culture where difference is valued.Our office is based right next to Tyne Bridge and within striking distance of The City and although we are all working remotely currently, longer term we are proud to offer a hybrid working model retaining the best elements of remote and in-office working to create a culture of high performance though flexibility and encouraging a healthy work/life balance of working arrangements.The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices.The RoleReporting to the Service Desk Team Leader, this is a highly customer focused and visible role requiring excellent first line and application support skills.The role will involve but is not limited to the following:

  • 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
  • Take ownership of customer problems
  • Skills and Experience Required
  • 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)
  • 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 - buy/sell,
  • GP Service,
  • Bupa Heathcare,
  • pension,
  • and 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 employment policies, flexible working arrangements, and employee networks.

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