IT Service Desk Technician - 6-month contract

Hybrid schedule - 3 days in office - 6-month contract

Norton Rose Fulbright Canada LLP is currently seeking an IT Service Desk Technician to work in our Level 1 support team within the Information Technology group across the Canadian offices.

The Service Desk Technicians must have excellent customer care and communication skills, as they are dealing with all levels of customers within Norton Rose Fulbright. This is a highly 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.

You Will Be Focusing On

• Phone support
• Acting as the first point of contact for all IT queries (including but not limited to PC hardware, printer, software license and application queries) from assigned customers in person, email or by telephone, 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 identify and implement process improvement opportunities to support continuous improvement initiatives
• Engage 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 appropriate members of the level 2 & 3 support teams
• Being proactive in identifying IT coaching and training needs and working with assigned customers and the IT Training Team to address needs accordingly
  
  

What You Bring To The Role

• Experience of working as level 1 in a busy professional services environment, supporting 1,600+ customers
• Experience of working within a call centre environment, 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'
• Process driven, with the ability to focus on the end result/be a completer, finisher
• ITIL certification an asset
• Microsoft certification an asset
  
  

Candidates Must Have Knowledge Of Supporting The Following

• Microsoft Windows 10 or above
• Microsoft Office 365 or above
• Intune (or other Mobile Device Management solutions)
• Apple products
• Printing solutions (desktop and MFD)
• Active Directory
• File transfer solutions
• iManage (or other Document Management Systems)
• Client Management Systems (CMS)
• Time recording systems
• Encryption software
• Dictation recording/transcription software
• Remote working tools (e.g., VPN, Terminal Services, Teamviewer)
• Microsoft Authenticator
  
  

Norton Rose Fulbright is a large international legal practice with multiple offices around the world. Its clientele is also international, so we must be able to provide services in English and in French. As a result, a good working knowledge of both languages is required, since you will communicate frequently with managers and/or colleagues in other provinces.

Shift Information

• Required to work a 35-hour week
• The IT Service Desk Team works an 7am-9pm (ET) shift pattern
• Candidates must be willing to participate in an 'out of hours' on-call rotation schedule
• Candidates should be willing to work additional hours as required to fulfill the requirements of the role. This may include extended shifts and occasional weekend work.
  
  

Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us!

As part of a global legal practice, Norton Rose Fulbright Canada embrace a culture of excellence and client service, but always with a focus on flexibility, respect, diversity and openness. We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.

To find out more about how we integrate diversity, equity and inclusion in everything we do please click Diversity, equity and inclusion | Canada | Global law firm | Norton Rose Fulbright.

If you require any reasonable adjustments during the recruiting process, please inform us in the recruitment application. We will contact you to further discuss your need.

Please note that applicants who receive an employment offer may be required during their employment with Norton Rose Fulbright to provide proof of vaccinations recommended from time to time by government or public health authorities. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to protected grounds. For applicants who require an accommodation, please contact us to discuss further.

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