Achieving success through the diversity of our people
We welcome applications from all talented professionals and will consider each applicant on their individual merits. Browse through our current opportunities to find your place at Norton Rose Fulbright and apply online.
Norton Rose Fulbright is a leading global firm that delivers legal
services to multinational blue-chip companies and government bodies.
Access to cutting edge and high-availability technology is crucial to
enabling our lawyers and other staff to deliver those services and
remain competitive, meaning our team is continually upgrading and
enhancing our corporate technology.
The role
Our IT Service Desk team is known for its collaborative and
supportive culture and is a trusted and valued team within Norton Rose
Fulbright. As an IT Service Desk Analyst, you will work on-site in our
Sydney office as part of a team to trouble-shoot and resolve first and
second level IT queries from Partners, senior managers and the broader business.
This role is an on-site position and the hours will operate between
8.00 am and 6:00 pm on a rotating roster (8.00am -4.30pm or
9.30am-6pm). There is also a requirement for some after-hours
remote support on a rotated rostered basis. Manual handling of
equipment is required from time to time in line with equipment
rollouts and ad hoc support. There may be a requirement for incidental
travel interstate from time to time.
The key responsibilities and requirements for this role are as follows:
Responsibilities
Provide first and second level support to Norton Rose Fulbright staff.
Provide a high level of customer service for incoming phone calls
and requests through the call logging system.
Troubleshoot hardware and software issues; assisting with
equipment roll-outs and manual handling of equipment.
Monitor Service Desk call logging system (ServiceNow) ensuring
incidents and requests are acknowledged in a timely manner.
Identify problems which require additional expertise and take
appropriate action, including escalating as appropriate.
Liaise and collaborate with other IT teams and employees to
resolve issues.
Support IT's after-hours roster to provide after-hours service to
all Norton Rose Fulbright offices and users.
Involvement in firm-wide projects and rollouts; supporting of
upgrades to the software environment.
Requirements
The ideal candidate will be a team player with the ability to build a
strong rapport with all our stakeholders. Ideally, you will have
gained experience working in a service desk environment with support
provided in person and over the phone handling a variety of Level 1
and Level 2 queries.
A polite and professional demeanour
Previous experience in a professional services firm with service
desk experience is desirable
Relevant IT qualifications, or equivalent experience
ITIL certification/awareness
Strong written and verbal communication skills
Flexible and adaptable with good time management
The successful candidate will need to be a collaborative and customer
oriented individual.
As an IT Service Desk Analyst, you will be rewarded with genuine
career prospects and an inclusive, high performing team environment
renowned for its collaborative culture, passion for client service and
professional development opportunities. Remuneration will be
commensurate with relevant experience.
Norton Rose Fulbright values diversity and strives to create an
inclusive environment where all employees can bring their whole
selves to work. We embrace the opportunity to contribute to the
communities in which we work which underpins our strong Corporate
Social Responsibility (CSR) program. We provide a range of
opportunities in which our people can make a difference to their
local and global communities including through pro bono legal
work, charitable giving, volunteering and support for the environment.
We are proud that Norton Rose Fulbright in Australia has been
recognised as an Employer of Choice for Gender Equality by the
Workplace Gender Equality Agency (WGEA) as well as a silver
employer for LGBTI Inclusion through the Australian Workplace
Equality Index.
We encourage Aboriginal and Torres Strait Islander candidates
to apply.
To apply online please click the 'Apply' button below. It is
the policy of NRFA Group to provide workplace adjustments for
qualified persons with disabilities who are employees or
applicants for employment. If you need assistance or adjustments
to fully participate in the application/interview process, please
contact Yvette Borradale, Talent Engagement on 03 8686 6003 or yvette.borradale@nortonrosefulbright.com
If you are trans or gender diverse and would like to have a
confidential discussion before applying, please contact Yvette
Borradale (03) 8686 6003 or Scott Baker (02) 9330 8578.
