IT Service Desk Analyst
2 days ago
Norton Rose Fulbright is a leading global law firm that delivers legal services to multinational blue-chip companies and government bodies. Our firm is committed to providing cutting-edge technology to enable our lawyers and staff to deliver exceptional services and remain competitive.
The RoleOur IT Service Desk team is known for its collaborative and supportive culture, and we are seeking a skilled IT Service Desk Analyst to join our team. As an IT Service Desk Analyst, you will work on-site in our Brisbane office to troubleshoot and resolve first and second-level IT queries from Partners, senior managers, and the broader business.
This is an on-site position with hours operating between 8:30 am and 5:00 pm. There may be 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.
Key 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 the Service Desk call logging system, ensuring incidents and requests are acknowledged in a timely manner.
- Identify problems that require additional expertise and take appropriate action, including escalating as necessary.
- 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.
- Participate in firm-wide projects and rollouts, supporting upgrades to the software environment.
The ideal candidate will be a team player with the ability to build strong relationships with all stakeholders. Ideally, you will have gained experience working in a service desk environment, providing support in person and over the phone, handling a variety of Level 1 and Level 2 queries.
- Previous service desk experience in a professional services firm.
- Relevant IT qualifications or equivalent experience.
- MS certification.
- ITIL certification/awareness.
- Strong written and verbal communication skills.
- Flexible and adaptable with good time management.
The successful candidate will be a collaborative and customer-oriented individual who is passionate about delivering exceptional service and supporting the growth of our team.
We offer genuine career prospects and a high-performing team environment that values collaboration, client service, and professional development. Remuneration will be commensurate with relevant experience.
Norton Rose Fulbright is committed to diversity and inclusion and encourages Aboriginal and Torres Strait Islander candidates to apply. We also welcome applications from trans and gender-diverse individuals.
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