IT Service Desk Technician

IT technologies
Call centre
IT coaching
February 1, 2017
Updated on
September 13, 2017
Valid until

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.  They 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.

The key focus of the team is to deliver a world class IT service to the business.

The Role

This is a permanent, full-time position reporting to the IT Service Desk Team Leader. This is a highly customer focused and visible role requiring excellent first/second line desktop and application support skills.

The role will involve but is not limited to the following:

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 and 2 support issues for assigned customers

Referring calls that cannot be resolved immediately to appropriate members of the level 2 & 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

Supporting internal visitors to the local office from other Norton Rose Fulbright offices

Assisting users with remote working via Citrix/VPN

Undertaking any other reasonable duties as requested by the Team Leader/Manager

Skills and Experience Required

   Experience of working as either level 1 or 2 in a busy professional services environment,

   supporting 1200+ 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

   Ability to handle confidential information and use good judgment

   Excellent written and communication skills

   Bilingual (spoken and written French and English) - desirable

   ITIL certification   -   desirable

   Microsoft certification   -   desirable

Candidates must have knowledge of supporting the following:

   Microsoft Windows 7 or above

   Microsoft Office 2010 or above

    RSA tokens (or other two factor authentication protocols)

   Blackberry/BES - configuring and troubleshooting

   MobileIron (or other Mobile Device Management solutions)

    Apple products

   Printing solutions (desktop and MFD)

   Active Directory

   File transfer solutions

   Worksite DMS (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)

   Citrix    -   desirable

    SAP   -   desirable

   SCCM (reporting, collection management, log analysis)   -   desirable

    Mimecast email management   -   desirable