About the Firm
Norton Rose Fulbright is a global law firm with over 50 offices and 7,000 employees worldwide, providing business law services to leading corporations and financial institutions.
Practice Group / Department
IT Regional - Service Desk - UK
Role Overview
Reporting to the IT Customer Services Team Leader, this customer-focused role provides first and second line desktop support in a hybrid on‑site and out‑of‑hours capacity based in Newcastle. The position covers out‑of‑hours shifts and daytime shifts as part of a 4 on 4 off 12‑hour rotation.
Key Responsibilities
* Act as a single point of contact for phone calls and emails from staff handling incidents, requests and general queries.
* Provide troubleshooting for software, hardware, access rights, mobile solutions (iPhone, Intune, Azure Virtual Desktop, Cisco VPN, Microsoft Multi‑Factor Authentication).
* Log all interactions accurately in the ITSM tool ServiceNow.
* Use Knowledge Base articles, Incident templates, policies and procedures to resolve problems.
* Take ownership of customer problems, keep customers informed and elevate issues when necessary.
* Adhere to ITIL best‑practice processes and initiate Major Incident procedures when required.
* Monitor and progress unassigned tickets in the Service Desk queues during out‑of‑hours support.
* Aim to deliver an 80 % first‑time fix rate on all incidents.
* Escalate issues to appropriate IT teams within SLA timelines.
* Use proactive monitoring tools to track the health of the IT estate and log issues.
* Deal with walk‑in visits to the Service Desk during day shifts.
* Work on Level 2 (Desktop) tickets, visit local customers as needed and handle remote jobs.
* Troubleshoot office network issues, including use of Cisco Meraki.
* Maintain desk equipment, perform floor walks and assist customers with IT needs.
* Replace laptops and iPhone hardware as required.
* Update and maintain the CMDB and IT stock records.
* Assist on onsite requests from other internal IT teams or external companies.
* Prepare hardware for new colleagues.
* Manage joiners, movers and leavers processes for UK, Europe and Middle East offices.
* Ensure internal processes meet ISO 27001 standards.
* Create and manage Active Directory user, generic and service accounts; administer distribution lists and shared mailboxes; manage internal system accounts (Interaction, BigHand, etc.).
Shift Pattern
* 4 on / 4 off 12‑hour shifts:
* 8 am – 8 pm
* 7 am – 7 pm
* 8 pm – 8 am
* 12 pm – 12 am
Skills and Experience Required
* 1st or 2nd line support experience in a busy professional services environment, supporting 2000+ customers.
* High‑profile, VIP customer support experience in a demanding, time‑critical environment.
* ITILv4 qualification.
* Microsoft Windows 11 / Microsoft 365 certifications.
* Experience with PowerShell for bulk user administration.
* Experience using automation technologies such as Power Automate, PowerShell to streamline processes.
* Knowledge of Microsoft Windows 11, Microsoft Office 2016/365, Exchange Online, Microsoft Entra, Microsoft Multi‑Factor Authentication, iOS devices, Microsoft Intune, printing solutions, Active Directory, Dealroom/File transfer solutions, Mimecast, SCCM, iManage, Interaction CRM, encryption software.
Diversity, Equity and Inclusion
We are proud to be an equal opportunities employer and encourage applications from individuals who complement our existing teams. We strive to create an inclusive recruitment process and provide accommodations if needed.
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