IT Support Analyst (Out of Hours)

Practice Group / Department:

IT Regional - Service Desk - UKJob Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. 

The Role

Reporting to the IT Customer Services Team Leader, this is a customer focused, visible role requiring excellent first and second line desktop support skills. This role works alongside the existing Service Desk team, but covering our out of hours shift pattern.

This role is hybrid, based in our Newcastle office.

The role will involve but is not limited to the following:

1st Line (Out of Hours) Support:

During night shifts, weekends/bank holidays and during peak hours when working a day shift:

• Act as a single point of contact for phone calls and emails from staff handling incidents, requests and how-do-I? queries.
• Troubleshooting IT problems in relation to software, hardware, access rights and mobile working solutions (iPhone, Intune, Azure Virtual Desktop, Cisco VPN & Microsoft Multi-Factor Authentication).
• Ensure all interactions with the IT Service Desk are logged accurately in our ITSM tool (ServiceNow).
• Make use of and follow appropriate Knowledge Base articles, Incident templates, policies and procedures.
• Take ownership of customer problems and ensure issues are appropriately escalated when required. Ensuring the customer remains informed of the status of outstanding issues.
• Adhere to ITSM processes (within ITIL best practice).
• Be aware of potential major incidents and initiate the Major Incident process swiftly when required.
• Monitor and actively work on “unassigned” tickets in the Service Desk queues which are able to be progressed out of hours.
• Aim to deliver an 80% first time fix rate on all incidents.
• Effective and accurate escalation of issues to appropriate IT teams in a timely manner to alleviate the risk of breaching SLA’s.

Level 2 (Desktop) Support

During day shifts (Monday – Friday) office attendance is mandatory, as you will be expected to work as an extension of the onsite Desktop Support Team.

• Deal with walk-in visits to the Service Desk
• Work on IT tickets in the Level 2 (Desktop) queue, including incidents which require a visit to a local customers desk and any jobs which can be handled remotely.
• Troubleshoot issues related to office network which are raised by customers or proactively by our provider. Including the use of Cisco Meraki.
• Proactively and routinely survey office desks to ensure they are appropriately fitted with the standard desk equipment.
• Proactively and routinely carry out floor walks to assist customers with any IT needs.
• Carry out laptop and iPhone replacements when required by an Incident or as part of a hardware refresh.
• Ensure our CMDB is accurately updated and maintained.
• Ensure IT stock is maintained by fixing faulty equipment (logging support requests with our laptop supplier).
• Assist with onsite requests from other internal IT teams or external companies.
• Prepare hardware for new colleagues starting with the business.

User Administration

During all shifts, a core responsibility of the team is to manage the joiners, movers and leavers process and any other user admin requests/incidents submitted by customers.

• Manage the joiners, movers and leavers process for the UK, Europe and Middle East offices.
• Ensure internal processes are strictly followed to maintain ISO27001 standards.
• Active Directory account creation (user accounts, generic accounts and service accounts)
• Distribution list administration
• Shared mailbox management
• Internal system account management (Interaction, BigHand and others)

Shift information

The shift pattern for this role works on a 4 on 4 off basis, working 12 hour shifts. Shift times are as follows:

• 8am – 8pm
• 8pm – 8am

Full shift rotation info can be provided on request.

Skills and Experience Required:

• Experience of working as either 1st or 2nd line in a busy professional services environment, supporting 2000+ customers.
• Significant experience working with high profile, VIP customers, in a demanding and time critical environment.
• ITIL qualification
• Microsoft Windows 10 / Microsoft 365 certifications

Candidates must have knowledge of supporting the following:

• Microsoft Windows 10
• Microsoft Office 2016/365
• Exchange 2016/365
• Microsoft Multi-Factor Authentication
• iOS devices - configuring and troubleshooting
• Microsoft Intune
• Printing solutions (desktop and MFD)
• Active Directory
• Dealroom / File transfer solutions
• Mimecast email management
• SCCM (reporting, collection management, log analysis)
• iManage (or other Document Management Systems)
• Interaction (CRM System)
• Encryption software

Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. 
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.