Service Desk Analyst

Job Description

Practice Group / Department: IT Regional - Service Desk - Newcastle Job Description Were Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. As well as the relevant skills and experience, werelooking for people who are innovative, commercial and value the work that they do. To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realizetheir full career potential. We value difference and actively promote a culture of respect for each individual, encouraging and creating inclusion. Our new hybrid working model allows our people to have more flexibility in the way they choose to work fromboth the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s healthand overall wellbeing. Our Newcastle office is currently recruiting for a Service Desk Analyst (6-month 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 multipleapproaches and points of view and believe diversity drives innovation, so were building a culture where difference is valued.The RoleThe Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for our UK and International Offices.The key focus of the team is to deliver a world class IT service to the business.Reporting to the Service Desk Team Leader, this is a highly customer focused and visible role requiring excellent first line and application support skills.Key Responsibilities

• 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, Intune, Citrix and VPN)
• 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 Knowledge Base 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 most 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 Required

• Experience of working as either 1st or 2nd line in a busy professional services environment, supporting 2000+ customers.
• Experience working with high profile, VIP customer
• 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 offer range of competitive benefits including:

• 25 days hols + Bank hols - Buy up to 5 days
• GP Service
• Bupa Healthcare
• Pension
• Flexible working

Diversity, Equity and InclusionTo attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential.Our new enabled work model allowsour people to have more flexibility in the way they choose to workfrom both the office and a remote location, while continuing todeliver the highest standards of service. We offer a range of family friendly and inclusiveemployment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusionhere.We are an equal opportunities employer. We can make tailored adjustments to our application process to ensure that you have the best chance of success by working with you individually to understand more about your requirements. Please contact our Recruitmentteam on