Service Desk Analyst - Newcastle Upon Tyne, United Kingdom - Norton Rose Fulbright LLP

Norton Rose Fulbright LLP
Norton Rose Fulbright LLP
Verified Company
Newcastle Upon Tyne, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide.

Our
Newcastle office is currently recruiting for a
Service Desk Analyst.

As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

We celebratemultiple approaches and points of view and believe diversity drives innovation, so we're building a culture where difference is valued.


The Role


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.


Key Responsibilities

  • 1st line support troubleshooting IT related problems in relation to software, hardware, access rights and mobile working solutions (iPhone, Intune, Citrix 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 theprogress 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 80% 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)
Our clients come first and whilst we have a high performance culture and work hard as a team, in return we offer range of competitive benefits including:


  • 25 days hols + Bank hols
  • Buy up to 5 days:
-
GP Service:

-
Bupa Healthcare:

-
Pension:

-
Flexible working


In addition, we are proud of our established health and wellbeing programme which supports our employees through mental, physical and lifestyle challenges.


Norton Rose Fulbright is committed to promoting a diverse workforce and an inclusive workplace where everyone can realise their full potential and career ambitions on the basis of merit and skill.

We offer a range of family friendly and inclusive employmentpolicies, flexible working arrangements, and employee networks. Find more about Diversity and Inclusion here.

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