IT Support Analyst Out of Hours

Norton Rose Fulbright LLP; Newcastle upon Tyne; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Norton Rose Fulbright LLP in Newcastle upon Tyne is seeking an IT Regional Service Desk analyst to cover 1st and 2nd line desktop support, including out-of-hours shifts. The role is hybrid and based in our Newcastle office, reporting to the IT Customer Services Team Leader.

You will troubleshoot software, hardware, and access rights, log incidents in ServiceNow, and ensure SLA compliance while maintaining the CMDB and supporting joiners/movers/leavers across UK offices.

Qualifications

• Experience in 1st/2nd line support in a busy professional services environment.
• Experience supporting 2000+ users with accurate incident logging.
• ITILv4 qualification or equivalent knowledge.

Responsibilities

• Provide 1st/2nd line desktop support, including out-of-hours cover.
• Troubleshoot software, hardware, access rights, and mobile working solutions.
• Log all interactions in the ITSM tool and follow procedures.
• Escalate issues to appropriate IT teams and monitor SLA adherence.
• Maintain CMDB, monitor IT estate, and assist with hardware refreshes.
• Support joiners, movers and leavers processes across UK/Europe/Middle East.

Skills

First/Second line desktop support

VIP customer support

ITIL knowledge

Windows 11

Microsoft 365

PowerShell

Power Automate

Education

ITILv4 certification

Tools

PowerShell

Power Automate

Windows 11

Microsoft 365 Certifications

Job description

Practice Group / Department:

IT Regional - Service Desk - UK Job Description

Norton Rose Fulbright is a global law firm with a deep commitment to our clients, their businesses and industries and our people. We are a trusted advisor to global and local organizations the world over, offering a broad range of legal services across key industries, including financial institutions; energy, infrastructure and resources; technology; transport; life sciences and healthcare; and consumer markets.

With 7,000 people across 50 offices in the United States, the United Kingdom, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East, we work as one team to solve issues wherever they arise, no matter how complex they are.

For more information, see nortonrosefulbright.com.

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, but covering our out of hours shift pattern.

This role is hybrid, based in our Newcastle office.

Key Responsibilities

Out of Hours Support:

During night shifts, weekends/bank holidays and during peak hours when working a day shift:

• Act as a single point of contact for phone calls and emails from staff handling incidents, requests and how-do-I? queries.
• Troubleshooting IT problems in relation to software, hardware, access rights and mobile working solutions (iPhone, Intune, Azure Virtual Desktop, Cisco VPN & Microsoft Multi-Factor Authentication).
• Ensure all interactions with the IT Service Desk are logged accurately in our ITSM tool (ServiceNow).
• Make use of and follow appropriate Knowledge Base articles, Incident templates, policies and procedures.
• Take ownership of customer problems and ensure issues are appropriately escalated when required. Ensuring the customer remains informed of the status of outstanding issues.
• Adhere to ITSM processes (within ITIL best practice).
• Be aware of potential major incidents and initiate the Major Incident process swiftly when required.
• Monitor and actively work on "unassigned" tickets in the Service Desk queues which are able to be progressed out of hours.
• Aim to deliver an 80% first time fix rate on all incidents.
• Effective and accurate escalation of issues to appropriate IT teams in a timely manner to alleviate the risk of breaching SLA's.
• Use our proactive monitoring tools to monitor the health of our IT estate and proactively log issues according to our internal processes.

Level 2 (Desktop) Support

During day shifts (Monday - Friday) office attendance is mandatory, as you will be expected to work as an extension of the onsite Desktop Support Team.

• Deal with walk-in visits to the Service Desk
• Work on IT tickets in the Level 2 (Desktop) queue, including incidents which require a visit to a local customers desk and any jobs which can be handled remotely.
• Troubleshoot issues related to office network which are raised by customers or proactively by our provider. Including the use of Cisco Meraki.
• Proactively and routinely survey office desks to ensure they are appropriately fitted with the standard desk equipment.
• Proactively and routinely carry out floor walks to assist customers with any IT needs.
• Carry out laptop and iPhone replacements when required by an Incident or as part of a hardware refresh.
• Ensure our CMDB is accurately updated and maintained.
• Ensure IT stock is maintained by fixing faulty equipment (logging support requests with our laptop supplier).
• Assist with onsite requests from other internal IT teams or external companies.
• Prepare hardware for new colleagues starting with the business.

User Administration

During all shifts, a core responsibility of the team is to manage the joiners, movers and leavers process and any other user admin requests/incidents submitted by customers.

• Manage the joiners, movers and leavers process for the UK, Europe and Middle East offices.
• Ensure internal processes are strictly followed to maintain ISO27001 standards.
• Active Directory account creation (user accounts, generic accounts and service accounts)
• Distribution list administration
• Shared mailbox management
• Internal system account management (Interaction, BigHand and others)

Shift information

The shift pattern for this role works on a 4 on 4 off basis, working 12 hour shifts. Shift times are as follows:

• 8am - 8pm
• 7am - 7pm
• 8pm - 8am
• 12pm - 12am

Skills and Experience Required

• Experience of working as either 1st or 2nd line in a busy professional services environment, supporting 2000+ customers.
• Significant experience working with high profile, VIP customers, in a demanding and time critical environment.
• ITILv4 qualification
• Microsoft Windows 11 / Microsoft 365 certifications
• Experience using Powershell for bulk user administration tasks
• Experience of using automation technologies to streamline processes (e.g. Power Automate, Powershell)

Candidates must have knowledge of s