IT Service Desk Technician – Level 1 - Jobs in Vancouver, BC

Job Description

The TeamThis contract role will be for a term of 12 months.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.Job OverviewReporting 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.Specific Responsibilities

• 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 rightsolution 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
• Microsoft Teams
• Apple products
• 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
• Encryption software
• Dictation recording/transcription software
• Remote working tools (e.g VPN, Terminal Services, Citrix)
• SAP
• SCCM (reporting, collection management, log analysis)
• Mimecast email management

Shift Information

• 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.

Please note that Norton Rose Fulbright Canada requires all Firm members to provide proof of full vaccination against COVID-19 prior to entering the workplace. Applicants who receive an employment offer will be required to provide proof of full vaccination upon arrival to the Firm as a condition of employment. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to religious, medical or other protected grounds. For applicants who require an accommodation, please contact canvanhrtalent@nortonrosefulbright.comto discuss further.Norton Rose FulbrightNorton Rose Fulbright is a global law firm. We provide the worlds preeminent corporations and financial institutions with a full business law service. We have more than 3500 lawyers and other legal staff based in more than 50 cities across Europe, the United States, Canada, Latin America, Asia, Australia, the Middle East and Africa.Recognized for our industry focus, we are strong across all the key industry sectors: financial institutions; energy, infrastructure and resources; transport; technology; life sciences and healthcare; and consumer markets. Through our global risk advisory group, we leverage our sector experience with our knowledge of legal, regulatory, compliance and governance issues to provide our clients with practical solutions to the legal and regulatory risks facing their businesses.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 Verein, a Swiss verein, helps coordinate the activities of Norton Rose Fulbright members but does not itself provide legal services to clients. Norton Rose Fulbright has offices in more than 50 cities worldwide, including London, Houston, New York, Toronto, Mexico City, Hong Kong, Sydney and Johannesburg. For more information, see nortonrosefulbright.com/legal-notices.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.Norton Rose Fulbright Canada LLP has an accommodation process in place that provides accommodations for employees with disabilities. If you are unable to apply for a position online or require any further accommodations during our recruitment process, please contact canvanhrtalent@nortonrosefulbright.com.Quick Apply

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