Desktop Support Analyst

Practice Group / Department:

IT Regional - Local Support - Dubai

Job Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. 

The Team

The regional IT team consists of two team members - a Regional IT Manager (Middle East) and a Desktop Support Analyst (this role). The Middle East regional IT team form part of the firm’s Global IT support function and provide support to the Dubai office.

The Role

The successful candidate will report to the Regional IT Manager (Middle East) and provide end-user

software and hardware support, provide basic training for new employees and assist with the central IT department activities (including site administration tasks). On an occasional basis, the candidate may also be asked to provide help and expertise remotely or on site to colleagues located in the other countries where the firm has a presence. Responsibilities include (but are not limited to):

Support

• Proactive support and troubleshooting assistance to all regional Partners and employees regarding IT related issues.
• Ensure timely follow-up with all queries and seek to achieve client satisfaction providing a high efficiency service.
• Where appropriate, liaise with central IT systems team in relation to problems experienced by local users and with systems generally and assist in the diagnosis and resolution of such problems.
• Maintain firm standard setup for PCs, printers and associated IT equipment.
• Provide assistance to Business Support Services with server room activities and any issues.

Administration

• Contribute to the availability and readiness of the administration files.
• Maintain detailed documentation and coordinate the sending and receiving of PC hardware for
• outside maintenance.
• Keep office files up to date and accurate and provide recommendations to the IT Manager regarding process improvement and efficiency to ensure that the IT offering continuously matches the needs of the business.

Skills and Experience Required

• The qualified candidate will possess 1-3 years’ experience of IT technical and user support experience in a very similar working environment and in a similar position.
• Law firm related IT experience and an advanced technical degree, accreditation or documented technical training is desirable.
• Technical expertise in the standard PC operating systems Windows 7 and the Microsoft Office
• Professional applications.
• A good technical understanding of the major telecommunication and office automation systems (routers, switches, IPT).

Personal Attributes

• Commercial, proactive and takes ownership of all tasks
• Professional manner and approach
• Superior customer service skills
• Strong communicator (verbal, written, face-to-face and on the telephone)
• Ability to build and maintain effective relationships quickly
• Flexible and adaptable in approach
• Self-motivated
• Excellent organisation skills
• Analytical and problem solving abilities

Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. 
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.