Service Desk Analyst

**Practice Group / Department:** IT Regional - Service Desk - Newcastle ## ## ## **Job Description** Norton Rose Fulbright is a global law firm with more than 3,000 lawyers advising clients across locations in the United States, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East. We provide the world's preeminent corporations and financial institutions with a full business law service. With over 50 offices and 7,000 employees worldwide, our culture is the thread that connects us, as well as our values of unity, quality and integrity. Our strategy and culture are connected – defined by shared ambition, global collaboration and a one-team mindset. We believe pioneering work happens when people are empowered to think beyond boundaries, explore new opportunities and grow through diverse experiences. Alongside the right skills and experience, we look for people who are innovative, commercially minded, and motivated by the impact of the work they do – ready to share in our ambition and help shape what comes next. Because while individuals can do well, together we achieve something extraordinary. **The Team** The 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. **The Role** 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, AVD 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 customer's behalf (when escalated outside of the Service Desk) and communicating the progress 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 90% 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) *Candidates must have knowledge of supporting the following :* - Microsoft Windows 11 - Microsoft 365 - Exchange 2016 (Online & On Premise) - InTune / AD - VPN Solutions - Video Conferencing solutions (Zoom and Teams) -…