# IT Regional - Service Desk - UK

**Company**: Norton Rose Fulbright
**Location**: Newcastle upon Tyne
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Legal

**Apply**: https://nrf.wd3.myworkdayjobs.com/en-US/External/job/Newcastle-upon-Tyne-United-Kingdom/IT-Support-Analyst--Out-of-Hours-_R-4511?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/it-regional-service-desk-uk-8efb74f1-48e/

## Description

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

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## Skills

### Required
- ITILv4
- Microsoft Windows 11
- Microsoft 365
- Powershell
- ServiceNow

### Nice to have
- automation technologies
- Power Automate

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Source: [Apply at nrf.wd3.myworkdayjobs.com](https://nrf.wd3.myworkdayjobs.com/en-US/External/job/Newcastle-upon-Tyne-United-Kingdom/IT-Support-Analyst--Out-of-Hours-_R-4511?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)