IT Regional - Service Desk - UK

Norton Rose Fulbright is seeking an IT Regional Service Desk technician to work in their Newcastle office. The successful candidate will provide customer-focused, visible support as a single point of contact for phone calls and emails from staff handling incidents, requests, and queries.

The Role

The IT Regional Service Desk technician will report to the IT Customer Services Team Leader and work alongside the existing Service Desk team, covering out-of-hours shifts.

Key Responsibilities

• Provide out-of-hours support, acting as a single point of contact for phone calls and emails from staff
• Troubleshoot IT problems related to software, hardware, access rights, and mobile working solutions
• Ensure accurate logging of interactions in the ITSM tool (ServiceNow)
• Make use of and follow Knowledge Base articles, Incident templates, policies, and procedures
• Take ownership of customer problems and ensure issues are escalated when required
• Adhere to ITSM processes (within ITIL best practice)
• Monitor and actively work on unassigned tickets in the Service Desk queues
• Aim to deliver an 80% first-time fix rate on all incidents
• Effectively escalate issues to appropriate IT teams in a timely manner
• Use proactive monitoring tools to monitor the health of the IT estate

Level 2 (Desktop) Support

• Deal with walk-in visits to the Service Desk
• Work on IT tickets in the Level 2 (Desktop) queue
• Troubleshoot issues related to the office network
• Proactively survey office desks to ensure they are equipped with standard desk equipment
• Carry out laptop and iPhone replacements when required
• Ensure the CMDB is accurately updated and maintained
• Assist with onsite requests from other internal IT teams or external companies

User Administration

• Manage the joiners, movers, and leavers process for the UK, Europe, and Middle East offices
• Ensure internal processes are followed to maintain ISO27001 standards
• Perform Active Directory account creation and administration tasks

Shift Information

• The shift pattern for this role works on a 4-on, 4-off basis, working 12-hour shifts

Skills and Experience Required

• Experience working as 1st or 2nd line in a busy professional services environment
• Significant experience working with high-profile, VIP customers
• ITILv4 qualification
• Microsoft Windows 11 / Microsoft 365 certifications
• Experience using Powershell for bulk user administration tasks
• Experience with automation technologies to streamline processes