IT Support Analyst – Out-of-Hours Desk (Hybrid)

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

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.