Analyst, IT Service Desk

Norton Rose Fulbright•San Antonio, TX

About The Position

The IT Service Desk Analyst provides first-level support across hardware, software, and cloud-based systems. The role is a key triaging and escalation point for end users across the firm and works with second-level and, when needed, third-level support to maintain operational continuity and provide high-quality customer service. Support is delivered through telephone, email, instant message, and remote sessions. The position also includes a weekly rotating on-call schedule, with escalation coverage during after-hours and holidays.

Requirements

Associate’s degree in information technology or a related field.
At least 5 years of related work experience in IT customer support.
Commitment to customer satisfaction and customer service excellence.
Proficiency in Windows operating systems, M365, and basic software packages, including Litera, iManage, and Adobe Acrobat products.
General knowledge of computer hardware and software systems, with an emphasis on diagnostic and troubleshooting techniques.
Basic knowledge of TCP/IP networking and troubleshooting.
Strong diagnostic and problem-solving skills.
Ability to manage time effectively and prioritize workload.
Excellent communication and interpersonal skills.
Ability to work with people with varied levels of technological skill.

Nice To Haves

Experience in a law firm or professional services environment.

Responsibilities

Assist users across the firm while providing the highest level of customer service.
Collaborate with fellow Service Desk Analysts and second- and third-tier support teams on technical issues.
Serve as an escalation point during after-hours and holidays according to a weekly rotating on-call schedule.
Provide first-level support for ongoing business operations, IT initiatives, upgrades, and rollouts.
Provide technical support by telephone, email, instant message, or remote sessions.
Diagnose and resolve hardware and software issues involving desktops, laptops, mobile devices, printers, and peripherals.
Escalate unresolved issues to second- and third-tier support as needed.
Create clear and comprehensible documentation for incidents and problems.
Respond to tickets assigned or reassigned to the IT Service Desk, providing timely updates and resolution documentation.
Contribute to internal knowledge base articles and user guides for recurring issues and solutions.