IT Support Analyst (Out of Hours)

Norton Rose Fulbright; Newcastle upon Tyne; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Norton Rose Fulbright is seeking a dedicated IT Support professional for their Newcastle office. This hybrid role involves providing first and second line support to staff, managing user accounts, and troubleshooting IT issues. The successful candidate will work in a fast-paced environment, ensuring high-quality service for over 2000 users. With a focus on customer satisfaction, the role requires strong technical skills and the ability to handle time-critical situations effectively.

Benefits

Flexible work model

Family-friendly policies

Wellbeing programs

Qualifications

• Experience supporting 2000+ customers in a busy professional services environment.
• Significant experience supporting high-profile, VIP customers.

Responsibilities

• Provide first and second line desktop support for IT issues.
• Manage user accounts and requests across shifts.
• Troubleshoot IT problems related to software and hardware.

Skills

Customer Support

Troubleshooting

ITIL

Microsoft Windows 10

Microsoft 365

Education

ITIL qualification

Certifications in Microsoft Windows 10 / Microsoft 365

Tools

ServiceNow

Cisco Meraki

Active Directory

SCCM

Job description

Practice Group / Department:

IT Regional - Service Desk - UK

Job 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, covering our out of hours shift pattern. This position is hybrid, based in our Newcastle office.

The role involves, but is not limited to, the following responsibilities:

1st Line (Out of Hours) Support:

• Act as a single point of contact for phone calls and emails from staff, handling incidents, requests, and how-do-I? queries.
• Troubleshoot IT problems related to software, hardware, access rights, and mobile working solutions (iPhone, Intune, Azure Virtual Desktop, Cisco VPN, Microsoft Multi-Factor Authentication).
• Ensure all interactions are logged accurately in our ITSM tool (ServiceNow).
• Utilize Knowledge Base articles, Incident templates, policies, and procedures.
• Take ownership of customer problems and escalate issues appropriately, keeping customers informed.
• Follow ITSM processes aligned with ITIL best practices.
• Be aware of potential major incidents and initiate the Major Incident process swiftly when necessary.
• Monitor and work on “unassigned” tickets to ensure they are progressed out of hours.
• Aim for an 80% first-time fix rate on all incidents.
• Escalate issues effectively and promptly to relevant IT teams to avoid SLA breaches.

Level 2 (Desktop) Support

During day shifts (Monday – Friday), attendance at the office is mandatory, as you will support the onsite Desktop Support Team:

• Handle walk-in visits and work on IT tickets in the Level 2 queue, including remote troubleshooting and onsite visits.
• Troubleshoot office network issues, including use of Cisco Meraki.
• Proactively survey office desks for standard equipment and assist with floor walks.
• Replace laptops and iPhones as needed, and ensure CMDB accuracy.
• Maintain IT stock and support hardware repairs and replacements.
• Assist with onsite requests from internal and external teams.
• Prepare hardware for new staff onboarding.

User Administration

Across all shifts, managing user accounts and requests is a core responsibility:

• Manage joiners, movers, and leavers processes for UK, Europe, and Middle East offices.
• Follow internal processes to maintain ISO27001 standards.
• Create and manage Active Directory accounts, distribution lists, shared mailboxes, and internal system accounts (Interaction, BigHand, etc.).

Shift Information

The shift pattern operates on a 4 on, 4 off basis, with 12-hour shifts:

• 8am – 8pm
• 8pm – 8am

Full shift rotation details are available upon request.

Skills and Experience Required

• Experience supporting 2000+ customers as part of 1st or 2nd line support in a busy professional services environment.
• Significant experience supporting high-profile, VIP customers in demanding, time-critical environments.
• ITIL qualification.
• Certifications in Microsoft Windows 10 / Microsoft 365.

Knowledge of Supporting:

• Microsoft Windows 10
• Microsoft Office 2016/365
• Exchange 2016/365
• Microsoft Multi-Factor Authentication
• iOS devices – configuration 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

We strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, feel a sense of belonging, and realize their full potential. Our flexible work model allows for a mix of office and remote work, complemented by family-friendly policies and wellbeing programs. We are proud to be an equal opportunities employer and encourage applications from diverse candidates. Please inform us of any accommodations needed during the recruitment process.