Desktop Support Analyst

Reporting to the IT Customer Services Manager, this is a highly customer focused and visible role requiring excellent first, second line desktop and User Administration support skills.
The role will involve but is not limited to the following:

• Deliver 2nd Line Service Desk support (break / fix problems and service requests) effectively and in accordance with agreed service levels, standards and processes, with business users to take ownership of problems through to resolution.


• Effective and accurate escalation of issues to appropriate teams in a timely fashion to alleviate the risk of breaching SLAs.


• Work with other IT Service Desk staff and 3rd Line infrastructure and application support teams effectively to ensure that excellent end-to-end IT support services are provided.


• Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT.


• Identify where knowledge can be shared with others in the team to improve the service provided to our customers, and help develop the knowledge and skills of others in the IT Services Teams.


• Ensure that assigned IT service incidents are managed effectively, ensuring tickets are regularly updated to avoid incidents becoming aged.


• Arrange and assist external technical support as appropriate.


• Acting as an escalation point for First Line on any tickets they are unable to resolve.


• Mentoring new Service Desk staff.


• Ensuring all contact with the Service Desk is logged in our ITSM tool (ServiceNow), making use of all templates and processes that are built into the system.


• Aim to fix 80% of tickets escalated from First Line.


• Aim to deliver all Service Requests and resolve all Incidents within agreed SLA period.


• Creating and maintaining relevant articles in the Knowledge Base.


• End to end management, in coordination with the Business Support Teams, of account and equipment moves for users changing teams/ office locations throughout the Firm (trainee seat moves).


• Management of the company's Mobile and laptop devices. This includes the set-up of these devices, replacements of faulty/ lost equipment and the return of equipment from leavers.


• Preparing IT equipment for new starters, ensuring all requisite processes are followed.


• Involvement in IT desktop device refresh projects.


• Take part in regular floorwalks to provide in-person IT support.


• Survey local offices on a regular basis to ensure desks are properly equipped with standard equipment. Maintain a clean and tidy workspace ensuring we comply with IT Security best practices.


• Liaise with IT Customer Services Manager to ensure appropriate stock levels are maintained., Microsoft Windows 10/11


• Microsoft Office 365


• Exchange Online / 2016


• Creation, modification and deletion of User Accounts


• Mailbox creation


• Microsoft MFA


• Microsoft Intune


• MacOS / iOS


• Printing solutions (desktop and MFD)


• Active Directory


• Dealroom / File transfer solutions


• Mimecast email management


• SCCM (reporting, collection management, log analysis)


• iManage (or other Document Management Systems)


• Document Management tools


• Encryption software


Shift information

• The Desktop Support Team currently works an 8am-6pm shift pattern.


• Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include extended shifts and occasional weekend work.


• Candidates may also be required to provide out of hours support and event support outside of office location as required


Our clients come first; whilst we have a high-performance culture and work hard as a team, in return we offer a range of competitive benefits including:

• 25 days holiday + Bank Hols


• Free Virtual GP Service


• Private Medical Insurance


• Pension - Norton Rose Fulbright will also make a contribution


• Life Assurance


• Income Protection Insurance


• Enhanced Maternity, Adoption or Surrogacy Leave


• Carers Leave


• Flexible working


#LI-KM2
Diversity, Equity and Inclusion
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 realize their full career potential.
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both 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 health and overall wellbeing. Find more about Diversity, Equity and Inclusion
here
.
We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know
here


• 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.


• ITILv4 Foundation certification desired.


• Any other Microsoft qualifications would be beneficial.
  
  We're 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. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.