It support Work, Jobs in Newcastle Upon Tyne, Eng (with Salaries)

IT Support Analyst (Out of Hours)
Norton Rose Fulbright —Newcastle upon Tyne
- 12 hour shift
- Remote
- Azure
- Windows
- Microsoft Office
Customer Representative (Technical Support)
Act! LLC —Newcastle upon Tyne
- £27,500 a year
- Monday to Friday
- Hybrid work
- Customer service
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
IT Support Apprentice
Aspire Technology Solutions —Gateshead
- £17,000 a year
- Full-time
- Remote
- Customer service
- Travel
- IT
- Free parking
- Annual leave
Quick apply
6d
ICT Support Technician - Field Based - Working from Home
DC Services —Durham
- £25,000 - £30,000 a year
- 8 hour shift
- Hybrid work
- English
- Microsoft Office
- Travel
- Work from home
- Flexible schedule
Quick apply
Service Desk Support Analyst
Your Move —Newcastle upon Tyne
- Full-time
- Customer service
- Windows
- Communication skills
24/7 IT Analyst
Aspire Technology Solutions —Gateshead
- £28,200 - £36,000 a year
- Full-time
- Travel
- Organisational skills
- Free parking
- Annual leave
Quick apply
Service Desk Support Analyst
Reeds Rains —Newcastle upon Tyne
- Full-time
- Customer service
- Windows
- Communication skills
IT Technician
END —Washington
- Full-time
- Computer networking
- SharePoint
- IT
- Employee assistance programme
- Employee discount
Quick apply
1d
Service Desk Support Analyst
LSL Property Services —Newcastle upon Tyne
- Full-time
- Customer service
- Windows
- Communication skills
IT Service Desk Engineer
RMT —Newcastle upon Tyne
- Windows
- IT
- Communication skills
Quick apply
Customer Service Advisor
Verisure Services (UK) Limited —Newcastle upon Tyne
- £27,200 - £29,325 a year
- Full-time
- Customer service
- Microsoft Office
- IT
Quick apply
IT Support Manager
Pepes Piri Piri —Sunderland
- £26,343.44 - £56,317.76 a year
- Temporary
- Computer Science
- Bachelor's degree
- Computer networking
Quick apply
8d
Technical Support Engineer
Zynk —Newcastle upon Tyne
- £25,000 - £30,000 a year
- Full-time
- Software troubleshooting
- SQL
- APIs
Quick apply
Sage Support Engineer
Zynk —Newcastle upon Tyne
- £25,000 - £30,000 a year
- Full-time
- Software troubleshooting
- SQL
- APIs
Quick apply
IT Service Desk Engineer
RMT Accountants & Business Advisors —Newcastle upon Tyne
- Windows
- IT
- Communication skills
Technical Support Specialist
Eque2 —Newcastle upon Tyne
- Hybrid work
- Customer service
- SQL
- Travel
Expenses Software Support Consultant
Payroll Software & Services Group —Newcastle upon Tyne
- £28,000 - £29,500 a year
- Full-time
- Hybrid work
- Communication skills
- Employee assistance programme
Quick apply
13d
Service Desk Consultant - 2nd Line (Infrastructure)
Technology Services Group —Newcastle upon Tyne
- £40,000 a year
- Azure
- Microsoft Office
- Continuous improvement
- Annual leave
- Employee assistance programme
Hardware Deployment Technician
Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust —Seaton Delaval
- £25,760 - £27,476 a year
- Full-time
6d
Graduate Fixed term HR and Training Systems Administrator
Coquet Trust —Gateshead
- £12.71 an hour
- Full-time
- Hybrid work
- English
- Microsoft Office
- Human resources
- Free parking
- Store discount
Quick apply
1d

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it support jobs near newcastle upon tyne, eng

IT Support Analyst (Out of Hours)

Norton Rose Fulbright -
Newcastle upon Tyne

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Job details

Full-time

Qualifications

Desktop support
Azure
SCCM
iOS
Windows
Microsoft Office
iManage
ServiceNow
PowerShell
Active Directory
Intune
VPN

Full job description

Practice Group / Department:

IT Regional - Service Desk - UK

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 Role

Reporting to the IT Customer Services Team Leader, this is a customer focused, visible role requiring excellent first and second line desktop support skills. This role works alongside the existing Service Desk team, but covering our out of hours shift pattern.

This role is hybrid, based in our Newcastle office.

The role will involve but is not limited to the following:

Out of Hours Support:

During night shifts, weekends/bank holidays and during peak hours when working a day shift:

Act as a single point of contact for phone calls and emails from staff handling incidents, requests and how-do-I? queries.
Troubleshooting IT problems in relation to software, hardware, access rights and mobile working solutions (iPhone, Intune, Azure Virtual Desktop, Cisco VPN & Microsoft Multi-Factor Authentication).
Ensure all interactions with the IT Service Desk are logged accurately in our ITSM tool (ServiceNow).
Make use of and follow appropriate Knowledge Base articles, Incident templates, policies and procedures.
Take ownership of customer problems and ensure issues are appropriately escalated when required. Ensuring the customer remains informed of the status of outstanding issues.
Adhere to ITSM processes (within ITIL best practice).
Be aware of potential major incidents and initiate the Major Incident process swiftly when required.
Monitor and actively work on “unassigned” tickets in the Service Desk queues which are able to be progressed out of hours.
Aim to deliver an 80% first time fix rate on all incidents.
Effective and accurate escalation of issues to appropriate IT teams in a timely manner to alleviate the risk of breaching SLA’s.
Use our proactive monitoring tools to monitor the health of our IT estate and proactively log issues according to our internal processes.

Level 2 (Desktop) Support

During day shifts (Monday – Friday) office attendance is mandatory, as you will be expected to work as an extension of the onsite Desktop Support Team.

Deal with walk-in visits to the Service Desk
Work on IT tickets in the Level 2 (Desktop) queue, including incidents which require a visit to a local customers desk and any jobs which can be handled remotely.
Troubleshoot issues related to office network which are raised by customers or proactively by our provider. Including the use of Cisco Meraki.
Proactively and routinely survey office desks to ensure they are appropriately fitted with the standard desk equipment.
Proactively and routinely carry out floor walks to assist customers with any IT needs.
Carry out laptop and iPhone replacements when required by an Incident or as part of a hardware refresh.
Ensure our CMDB is accurately updated and maintained.
Ensure IT stock is maintained by fixing faulty equipment (logging support requests with our laptop supplier).
Assist with onsite requests from other internal IT teams or external companies.
Prepare hardware for new colleagues starting with the business.

User Administration

During all shifts, a core responsibility of the team is to manage the joiners, movers and leavers process and any other user admin requests/incidents submitted by customers.

Manage the joiners, movers and leavers process for the UK, Europe and Middle East offices.
Ensure internal processes are strictly followed to maintain ISO27001 standards.
Active Directory account creation (user accounts, generic accounts and service accounts)
Distribution list administration
Shared mailbox management
Internal system account management (Interaction, BigHand and others)

Shift information

The shift pattern for this role works on a 4 on 4 off basis, working 12 hour shifts. Shift times are as follows:

8am – 8pm
7am – 7pm
8pm – 8am
12pm – 12am

Full shift rotation info can be provided on request.

Skills and Experience Required:

Experience of working as either 1st or 2nd line in a busy professional services environment, supporting 2000+ customers.
Significant experience working with high profile, VIP customers, in a demanding and time critical environment.
ITILv4 qualification
Microsoft Windows 11 / Microsoft 365 certifications
Experience using Powershell for bulk user administration tasks
Experience of using automation technologies to streamline processes (e.g. Power Automate, Powershell)

Candidates must have knowledge of supporting the following:

Microsoft Windows 11
Microsoft Office 2016/365
Exchange Online
Microsoft Entra
Microsoft Multi-Factor Authentication
iOS devices - configuring and troubleshooting
Microsoft Intune
Printing solutions (desktop and MFD)
Active Directory
Dealroom / File transfer solutions
Mimecast email management
SCCM (reporting, collection management, log analysis)
iManage (or other Document Management Systems)
Interaction (CRM System)
Encryption software

#LI-KM2

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.

Apply Now

Refine Your Search

it support jobs in newcastle upon tyne, eng

IT Support Analyst (Out of Hours)

Customer Representative (Technical Support)

IT Support Apprentice

ICT Support Technician - Field Based - Working from Home

Service Desk Support Analyst

24/7 IT Analyst

Service Desk Support Analyst

IT Technician

Service Desk Support Analyst

IT Service Desk Engineer

Customer Service Advisor

IT Support Manager

Technical Support Engineer

Sage Support Engineer

IT Service Desk Engineer

Technical Support Specialist

Expenses Software Support Consultant

Service Desk Consultant - 2nd Line (Infrastructure)

Hardware Deployment Technician

Graduate Fixed term HR and Training Systems Administrator

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