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IT Service Desk Analyst
Norton Rose Fulbright. Provide first-level support across hardware, software, and cloud-based systems .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing first-level IT support across hardware, software, and cloud-based systems, with a strong focus on customer satisfaction and effective communication. Proficient in troubleshooting and resolving technical issues while collaborating with various support tiers.
Highest-signal resume keywords
Windows Operating Systems ProficiencyM365 ExpertiseDiagnostic And Troubleshooting TechniquesCustomer Service ExcellenceIT Customer Support Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingIncident DocumentationProblem ResolutionTCP/IP Networking Knowledge
Soft Skills
Excellent Communication SkillsInterpersonal SkillsTime ManagementPrioritization
Tools & Technologies
LiteraIManageAdobe Acrobat
Certifications & Qualifications
Associate’s Degree In Information Technology
Industry Keywords
Law Firm ExperienceProfessional Services Environment
Tech Stack
Tools & technologiesCloudTCP/IP
About the role
Key responsibilities & impact- Provide first-level support across hardware, software, and cloud-based systems
- Serve as a triaging and escalation point for end users across the firm
- Collaborate with Service Desk Analysts and second- and third-tier support
- Serve as an escalation point during after-hours and holidays on a rotating on-call schedule
- Provide first-level support for business operations, IT initiatives, upgrades, and rollouts
- Provide technical support by telephone, email, instant message, and remote sessions
- Diagnose and resolve hardware and software issues across desktops, laptops, mobile devices, printers, and peripherals
- Escalate unresolved issues to second- and third-tier support
- Create documentation for incidents and problems
- Respond to IT Service Desk tickets and ensure timely updates and resolution documentation
- Contribute to internal knowledge-base articles and user guides
Requirements
What you’ll need- Associate’s degree in information technology or related field required
- 5+ years related work experience in IT customer support
- Law firm or professional services environment experience preferred
- Commitment to customer satisfaction and customer service excellence
- Proficiency in Windows operating systems, M365, Litera, iManage, and Adobe Acrobat products
- General knowledge of computer hardware and software systems
- Diagnostic and troubleshooting techniques
- Basic knowledge of TCP/IP networking and troubleshooting
- Strong diagnostic and problem-solving skills
- Ability to effectively manage time and prioritize workload
- Excellent communication and interpersonal skills
- Ability to work with people of varied technological skills
Benefits
Comp & perks- Three medical insurance plans
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Health savings accounts
- Flexible spending accounts
- 401(k) savings plan, if eligible
- Profit-sharing plans, if eligible
- Fertility benefits for full-time employees
- Commuter benefits, where applicable
- Student loan assistance refinancing options
- Paid time off plan with a minimum of 20 days based on role and tenure
- Minimum of 14 weeks of paid maternity and paternity leave
- Back-up child care support program
- 11 Firm holidays