Norton Rose Fulbright
As part of the Technology & Strategic Initiatives Team, the Customer Service team headed by the Senior IT Services Delivery Manager, provides services to and supports the Canadian member firm. Made up of different functions, this role is within the Service Desk (Level 1) support team.
Reporting to the IT Service Desk Team Leader, this role requires excellent customer care and communication skills as you will be dealing with all levels of customers within Norton Rose Fulbright. You also need to be proficient in the main Norton Rose Fulbright technologies and applications to provide the high level and wide range of service required.
This is a highly customer focused and visible role requiring excellent first/second line desktop and application support skills.
The key focus of the team is to deliver a world class IT service to the business.
Acting as the first point of contact for all IT queries from all offices (including but not limited to PC hardware, printer, software license and application queries) from assigned customers by telephone, chat, email or in person, and responding to queries in a prompt, professional and efficient manner
Logging and updating all queries within the ticket logging system, in line with set procedures
Proactively identifying and implementing process improvements to support continuous improvement initiatives
Engaging in formal and informal knowledge transfer, ensuring that knowledge base articles are available to the team and kept up to date
Managing, owning and being responsible for all IT level 1 support issues for assigned customers
Referring calls that cannot be resolved immediately to the local Service Support team or appropriate level 3 support teams
Building or rebuilding, and installing laptops and PCs as required for assigned customers
Being proactive in identifying IT coaching and training needs and working with assigned customers and the IT Training Team to address needs accordingly
Assisting users with remote working
Undertaking any other reasonable duties as requested by the Team Leader/Manager
Qualification and Skills Required
Experience of working as either level 1 or 2 in a busy professional services environment,
supporting 500+ customers
Experience of working within a call centre environment
Experience using a ticket management system
Significant experience working with high profile, VIP customers, in a demanding and time critical environment
Ability to troubleshoot and understand the customers' requirements, to be able to deliver the right
solution to meet their 'needs' rather than their 'wants'
Ability to understand and follow existing procedures
Ability to handle confidential information and use good judgment
Excellent written and communication skills
ITIL and/or Microsoft certifications - desirable
Bilingual (spoken and written French and English) - desirable
Core Systems Supported
Microsoft Windows 10 or above
Microsoft Office 2010 or above
Printing solutions (desktop and MFD)
Active Directory/Azure AD
File transfer solutions
RSA tokens/MS Authenticator (or other two factor authentication protocols)
MobileIron/Microsoft Intune (or other Mobile Device Management solutions)
iManage DMS (or other Document Management Systems)
Collaboration systems (e.g. Skype, Teams, Zoom)
Client Management Systems (CMS)
Time recording systems
Dictation recording/transcription software
Remote working tools (e.g VPN, Terminal Services, Citrix)
SCCM (reporting, collection management, log analysis)
Mimecast email management
The IT Customer Service team works an 7am-10pm (ET) shift pattern on a 35 hour work week.
Candidates must be willing to participate in an 'out of hours' hours on-call schedule.
Candidates should be willing to work additional hours as required to fulfil the requirements of the role. This may include extended shifts and occasional evening and/or weekend work.
Norton Rose Fulbright
Norton Rose Fulbright is a global legal firm. We provide the world's pre-eminent corporations and financial institutions with a full business law service. We have more than 3800 lawyers and other legal staff based in more than 50 cities across Europe, the United States, Canada, Latin America, Asia, Australia, Africa, the Middle East and Central Asia.
Recognized for our industry focus, we are strong across all the key industry sectors: financial institutions; energy; infrastructure, mining and commodities; transport; technology and innovation; and life sciences and healthcare.
Wherever we are, we operate in accordance with our global business principles of quality, unity and integrity. We aim to provide the highest possible standard of legal service in each of our offices and to maintain that level of quality at every point of contact.
Norton Rose Fulbright US LLP, Norton Rose Fulbright LLP, Norton Rose Fulbright Australia, Norton Rose Fulbright Canada LLP and Norton Rose Fulbright South Africa Inc are separate legal entities and all of them are members of Norton Rose Fulbright Verein, a Swiss verein. Norton Rose Fulbright Verein helps coordinate the activities of the members but does not itself provide legal services to clients.
Diversity and Inclusion
Diversity is an important firm value. We are committed to providing equal opportunities in employment and to providing a workplace which is free from discrimination and harassment. This means that all job applicants, employees and partners will receive equal treatment regardless of race, colour, ethnic or national origins, sex, marital status, disability, age, sexual orientation, religion or belief.
To apply, please visit the Careers page of our website at www.nortonrosefulbright.com. We thank all candidates for their application, but will be contacting only those whom we select to invite for an interview.