IT Service Desk Technician - Level 1 - Jobs in Calgary, AB

Job Description

The TeamNorton 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 RoleReporting 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 mannerLogging and updating all queries within the ticket logging system, in line with set proceduresProactively identify and implement process improvement opportunities to support continuous improvement initiativesEngage in formal and informal knowledge transfer, ensuring that knowledge base articles are available to the team and kept up to dateManaging, owning and being responsible for all IT level 1 and 2 support issues for assigned customersReferring calls that cannot be resolved immediately to appropriate members of the level 2 & 3 support teamsBuilding or rebuilding, and installing laptops and PCs as required for assigned customersBeing proactive in identifying IT coaching and training needs and working with assigned customers and the IT Training Team to address needs accordinglySupporting internal visitors to the local office from other Norton Rose Fulbright officesAssisting users with remote working via Citrix/VPNUndertaking any other reasonable duties as requested by the Team Leader/ManagerSkills and Experience RequiredExperience of working as either level 1 or 2 in a busy professional services environment,supporting 1200+ customersExperience of working within a call centre environment, using a ticket management systemSignificant experience working with high profile, VIP customers, in a demanding and time critical environmentAbility to troubleshoot and understand the customers requirements, to be able to deliver the rightsolution to meet their needs rather than their wantsProcess driven, with the ability to focus on the end result/be a completer, finisherAbility to handle confidential information and use good judgmentExcellent written and communication skillsITIL certification - desirableMicrosoft certification - desirableBilingual (spoken and written French and English) - desirableCandidates must have knowledge of supporting the following:Microsoft Windows 10Microsoft Office 2016 or aboveMicrosoft Authenticator (or other two factor authentication protocols)Microsoft Intune (or other Mobile Device Management solutions)Apple productsPrinting solutions (desktop and MFD)Active DirectoryFile transfer solutionsWorksite DMS (or other Document Management Systems)Client Management Systems (CMS)Time recording systemsEncryption softwareDictation recording/transcription softwareRemote working tools (e.g VPN, Terminal Services)SAP - desirableMECM/SCCM (reporting, collection management, log analysis) - desirableMimecast email management - desirableShift informationThe IT Service Desk Team works an 7am-10pm (ET) shift patternCandidates must be willing to participate in an out of hours hours scheduleCandidates should be willing to work additional hours as required to fulfill the requirements of theThis may include extended shifts and occasional weekend workNorton Rose FulbrightNorton Rose Fulbright is a global legal firm. We provide the worlds 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 InclusionDiversity 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.Quick Apply

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