Analyst, IT Service Desk

Job Description

At Norton Rose Fulbright, people thrive because of a shared commitment to quality, unity and integrity. The highly regarded law firm consistently receives recognition from Great Place to Work and Top Workplaces, two companies that specialize in assessing organizational culture. Teams collaborate across regions, value new ideas and deliver meaningful client solutions, supported by a culture that embraces ambition, development and shared success. With more than 3,000 lawyers and 3,000 business services professionals working together across 50 offices worldwide, this global law firm provides a full range of legal services to leading corporations and financial institutions operating in key markets and sectors.

The IT Service Desk Analyst is responsible for providing first level support across hardware, software and cloud-based systems. This position serves as a critical triaging and escalation point for end users across the firm and works closely with level two, and at times, level three support to ensure operational continuity and high-quality customer service.

Responsibilities include but are not limited to:

Customer Service & Collaboration

• Assist users across the firm with the highest level of customer service.
• Collaborate with fellow Service Desk Analysts on technical issues.
• Collaborate with second and third tier support on technical issues.
• Serve as an escalation point during afterhours and holidays based on weekly rotating on-call schedule.
  

Technical Support & Troubleshooting

• Provide first level support for ongoing business operations, IT initiatives, upgrades, and rollouts.
• Provide technical support by telephone, email, instant message or remote sessions.
• Diagnose and resolve hardware and software issues across desktops, laptops, mobile devices, printers and peripherals.
• Escalate unresolved issues to second and third tier support as needed.
  

Service Desk & Documentation

• Create clear and comprehensible documentation for incidents and problems.
• Respond to tickets assigned or reassigned to the IT Service Desk; ensure timely updates and resolution documentation.
• Contribute to internal knowledge base articles and user guides for recurring issues and solutions.
  

Please note this job description does not cover or contain all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Qualifications and experience:

• Associate’s degree in information technology or related field required.
• 5+ years related work experience in the field of IT customer support.
• Law firm or professional services environment experience preferred.
• Commitment to customer satisfaction and customer service excellence.
• Proficiency in Windows operating systems, M365, and basic software packages including but not limited to Litera, iManage and Adobe Acrobat products.
• General knowledge of principles and practices regarding computer hardware and software systems with an emphasis in diagnostic and troubleshooting techniques.
• Basic knowledge of TCP/IP networking and troubleshooting.
• Strong diagnostic and problem-solving skills.
• Ability to effectively manage time and prioritize workload.
• Excellent communication and interpersonal skills.
• Ability to work with people of varied technological skills.

Benefits

Norton Rose Fulbright US LLP is committed to providing employees with a comprehensive and competitive benefits package that supports you, your health, and your family. Benefit packages include access to three medical insurance plans, dental insurance, vision insurance, life insurance, and disability insurance. Employees can also access pre-tax benefits such as health savings and flexible spending accounts. Norton Rose Fulbright helps provide financial security by allowing employees to participate in a 401(k) savings plan and profit-sharing plans if eligible. Full- time employees are eligible to access fertility benefits designed to support fertility and family-forming journeys. Employees may also access commuter benefits where applicable and student loan assistance refinancing options.

In addition to the Firm’s health and welfare benefits above, we offer a competitive paid time off plan, which provides a minimum of 20 days off based on your role and tenure with the firm. The firm offers a generous paid maternity leave and paid paternity leave (parental leave) benefit allowing parents to take a minimum of 14 weeks of paid leave to bond with your newborn or adopted child(ren). Employees may also access child care support through a back-up care program. Employees are also entitled to 11 Firm holidays.

Legal Notices

Norton Rose Fulbright US LLP is an Equal Employment Opportunity Employer and complies with all applicable federal laws and their implementing regulations that require the collection and recording of certain data and information. The information we receive will not be used to make any decision regarding employment and will be kept separate from your application. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, and any other characteristic protected by law.

Norton Rose Fulbright US is committed to providing reasonable accommodation as an Equal Employment Opportunity Employer to applicants with disabilities. If you require assistance of accommodation to complete your application, please contact [email protected]. When submitting your request, please provide your contact information and a description of the accommodation needed or the accessibility barrier you are experiencing. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

Pay Transparency – Nondiscrimination Provision: The firm will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).

E-Verify is a registered trademark of the U.S. Department of Homeland Security. This business uses E-Verify in its hiring practices to achieve a lawful workforce.

Right to Work Information

Equal Employment Opportunity

For details on the personal information we collect in connection with your application for potential employment or partnership with Norton Rose Fulbright US LLP and for what purposes visit California Consumer Privacy Notice-Norton Rose Fulbright and Norton Rose Fulbright US LLP - US Data Privacy Policy or contact us at (713) 651-7777.