Job Description

On site Schedule

Reporting to the IT Service Desk Team Leader, this role is highly customer-focused and visible, emphasizing in office white glove support. Excellent second line desktop and application support skills are essential.

You will be focusing on:

Acting as the first point of contact for all IT queries 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 identifing and implement process improvement opportunities to support continuous improvement initiatives Engaging formal and informal knowledge transfer Managing, owning and being responsible for all support issues for assigned customers Supporting the business with external client meetings and off-site support when required Performing tasks similar to a M365 administrator and IAM Analyst Being the point of contact for Vendors to manage project, lead problem management escalations, and major incident Management Working alongside the IT Coordinator as an SME for projects, software deployments and other IT functions. Performing profile creation across application such as iManage and M365 Referring calls that cannot be resolved immediately to appropriate members of the level product owners.

What you bring to the role:

Minimum of 7 years' experience in a Service Desk role Previous experience working in a White Glove support environment Detail oriented and well organized, and have a very strong commitment to client service Previous experience working within a legal/professional services environment preferred Handle time pressure situations and stress of multiple demands Fluent in both French and English in Quebec, Montreal and Ottawa

Ability to be on call in a 24by 7 weekly rotation.

ITIL Foundation

Azure Fundamentals - AZ-900

Microsoft 365 Administrator - AZ-102

Microsoft Identity and Access Administrator SC-300T00 (For IAM administrators)

Microsoft Certified: Modern Desktop Administrator Associate or the ability to obtain it within the 2 years of employment.

Candidates must have knowledge of supporting the following:

Microsoft Windows 11 Microsoft Office 365 User and Administration Microsoft Authenticator (or other two factor authentication protocols) Microsoft Intune (or other Mobile Device Management solutions) Apple IOS Printing solutions (desktop and MFD) Active Directory Worksite DMS (or other Document Management Systems) Encryption software Remote working tools (e.g TeamViewer, Terminal Services) Work experience with ticketing applications (Service Now) is a plus Experience with Hardware Asset Management(HAM) processes

Why join our team:

Retirement savings plan with employer contribution Benefit premiums paid by the firm Telemedicine services Wellness matters: Flexible health and wellness allowance that covers much more than gym memberships! Training and development programs based on your interests and needs

Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us!

As part of a global legal practice, Norton Rose Fulbright Canada embrace a culture of excellence and client service, but always with a focus on flexibility, respect, diversity and openness. We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.


To find out more about how we integrate diversity, equity and inclusion in everything we do please click Diversity, equity and inclusion | Canada | Global law firm | Norton Rose Fulbright .


If you require any reasonable adjustments during the recruiting process, please inform us in the recruitment application. We will contact you to further discuss your need.


Please note that applicants who receive an employment offer may be required during their employment with Norton Rose Fulbright to provide proof of vaccinations recommended from time to time by government or public health authorities. Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to protected grounds. For applicants who require an accommodation, please contact us to discuss further.

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