Senior IT Service Desk Analyst

1 week ago

Perth, Western Australia Norton Rose Fulbright Full time

About us

Norton Rose Fulbright is a leading global firm that delivers legal services to multinational blue-chip companies and government bodies. Access to cutting edge and high-availability technology is crucial to enabling our lawyers and other staff to deliver those services and remain competitive, meaning our team is continually upgrading and enhancing our corporate technology.

The role

Our IT Service Desk team is known for its collaborative and supportive culture and is a trusted and valued team within Norton Rose Fulbright. As a Senior IT Service Desk Analyst, you will work on-site in our Perth office as part of a team to trouble-shoot and resolve first and second level IT queries from Partners, senior managers and the broader business.

This role is an on-site position and the hours will operate 8.30 am and 5.00 pm. There is also a requirement for some after-hours remote support on a rotated rostered basis. Manual handling of equipment is required from time to time in line with equipment rollouts and ad hoc support. There may be a requirement for incidental travel interstate from time to time.

The key responsibilities and requirements for this role are as follows:

Responsibilities

  • Provide first and second level support to Norton Rose Fulbright staff.
  • Provide a high level of customer service for incoming phone calls and requests through the call logging system.
  • Troubleshoot hardware and software issues; assisting with equipment roll-outs and manual handling of equipment.
  • Monitor Service Desk call logging system (ServiceNow) ensuring incidents and requests are acknowledged in a timely manner.
  • Identify problems which require additional expertise and take appropriate action, including escalating as appropriate.
  • Liaise and collaborate with other IT teams and employees to resolve issues.
  • Support IT's after-hours roster to provide after-hours service to all Norton Rose Fulbright offices and users.
  • Involvement in firm-wide projects and rollouts; supporting of upgrades to the software environment.

Requirements

The ideal candidate will be a team player with the ability to build a strong rapport with all our stakeholders. Ideally, you will have gained experience working in a service desk environment with support provided in person and over the phone handling a variety of Level 1 and Level 2 queries.

  • A polite and professional demeanour
  • Previous experience in a professional services firm with service desk experience is desirable
  • Relevant IT qualifications, or equivalent experience
  • ITIL certification/awareness
  • Strong written and verbal communication skills
  • Flexible and adaptable with good time management

The successful candidate will need to be a collaborative and customer oriented individual.

As an IT Service Desk Analyst, you will be rewarded with genuine career prospects and an inclusive, high performing team environment renowned for its collaborative culture, passion for client service and professional development opportunities. Remuneration will be commensurate with relevant experience.

Norton Rose Fulbright values diversity and strives to create an inclusive environment where all employees can bring their whole selves to work. We embrace the opportunity to contribute to the communities in which we work which underpins our strong Corporate Social Responsibility (CSR) program. We provide a range of opportunities in which our people can make a difference to their local and global communities including through pro bono legal work, charitable giving, volunteering and support for the environment.

We are proud that Norton Rose Fulbright in Australia has been recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA) as well as a silver employer for LGBTI Inclusion through the Australian Workplace Equality Index.

We encourage Aboriginal and Torres Strait Islander candidates to apply.

To apply online please click the 'Apply' button below. It is the policy of NRFA Group to provide workplace adjustments for qualified persons with disabilities who are employees or applicants for employment. If you need assistance or adjustments to fully participate in the application/interview process, please contact Yvette Borradale, Talent Engagement on or

If you are trans or gender diverse and would like to have a confidential discussion before applying, please contact Yvette Borradale or Scott Baker

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