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 after hours 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

• 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…