Description
At Norton Rose Fulbright, people thrive because of a shared commitment to quality, unity and integrity.
The IT Service Desk Analyst is responsible for providing first level support across hardware, software and cloud-based systems.
Responsibilities include but are not limited to:
- Customer Service & Collaboration:
+ Assist users across the firm with the highest level of customer service. + Collaborate with fellow Service Desk Analysts on technical issues. + Serve as an escalation point during afterhours and holidays based on weekly rotating on-call schedule.
- Technical Support & Troubleshooting:
+ Provide first level support for ongoing business operations, IT initiatives, upgrades, and rollouts. + Diagnose and resolve hardware and software issues across desktops, laptops, mobile devices, printers and peripherals. + Escalate unresolved issues to second and third tier support as needed.
- Service Desk & Documentation:
+ Create clear and comprehensible documentation for incidents and problems. + Respond to tickets assigned or reassigned to the IT Service Desk; ensure timely updates and resolution documentation.
Qualifications and experience:
- Associate’s degree in information technology or related field required.
- 5+ years related work experience in the field of IT customer support.
- Law firm or professional services environment experience preferred.
- Proficiency in Windows operating systems, M365, and basic software packages including but not limited to Litera, iManage and Adobe Acrobat products.
- Strong diagnostic and problem-solving skills.
- Excellent communication and interpersonal skills.
Benefits
- Access to three medical insurance plans, dental insurance, vision insurance, life insurance, and disability insurance.
- Pre-tax benefits such as health savings and flexible spending accounts.
- 401(k) savings plan and profit-sharing plans if eligible.
- Fertility benefits designed to support fertility and family-forming journeys.
- Commuter benefits where applicable and student loan assistance refinancing options.
- Paid time off plan, which provides a minimum of 20 days off based on role and tenure with the firm.
- Generous paid maternity leave and paid paternity leave (parental leave) benefit.