Job Description

Norton Rose Fulbright is a global law firm. We provide the world’s pre-eminent corporations and financial institutions with a full business law service. We have more than 4000 lawyers operating from 58 offices worldwide in Europe, Asia Pacific, Canada, Africa, the Middle East, Latin America, the Americas and Central Asia.

Recognised for our industry focus, we are strong across all the key industry sectors: financial institutions; energy; infrastructure, mining and commodities; transport; technology and innovation; and life sciences and healthcare. Knowing how our clients businesses work and understanding what drives their industries is fundamental to us.

Demand on our services has created an opportunity for a full-time Service Desk Analyst to join our Information Technology team in Sydney. The hours for this role will vary to cover rostered shifts between 8.00 am and 6:00 pm. This role involves interaction with Partners and staff to assist them with any first and second level IT queries.

You must be a team player with the ability to build a strong rapport with all our stakeholders. In addition to a customer service-oriented approach, you must have strong communication skills.

The key responsibilities and requirements for this role are as follows:


  • Provide first and second level support to Norton Rose Fulbright staff
  • Provide a high level of customer service for incoming phone calls and requests through the call logging system
  • Troubleshoot hardware and software issues
  • Monitor Service Desk call logging system ensuring incidents and requests are responded to in a timely manner
  • Identify problems which require additional expertise and take appropriate action, including escalating as appropriate
  • Liaise and collaborate with other IT teams and employees to resolve issues
  • Support IT's after hours roster to provide after-hours service to all Norton Rose Fulbright offices and users


  • Previous experience in a professional services firm with service desk experience is highly desirable
  • IT Tertiary Degree, or equivalent experience
  • MS certification
  • ITIL certification/awareness
  • Strong written and verbal communication skills
  • Flexible and adaptable with good time management

The successful candidate will need to be an energetic, driven and focussed individual. At Norton Rose Fulbright Australia, you will be rewarded with genuine career prospects and an excellent team environment renowned for its collaborative culture, passion for client service and professional development opportunities. Remuneration will be commensurate with relevant experience. Please note we will not be accepting agency applications for this position.

Norton Rose Fulbright values diversity and strives to create an inclusive environment where all employees can bring their whole selves to work. We embrace the opportunity to contribute to the communities in which we work which underpins our strong Corporate Social Responsibility (CSR) program. We provide a range of opportunities in which our people can make a difference to their local and global communities including through pro bono legal work, charitable giving, volunteering and support for the environment.

We are proud that Norton Rose Fulbright in Australia has been recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA) as well as a silver employer for LGBTI Inclusion through the Australian Workplace Equality Index.

We encourage Aboriginal and Torres Strait Islander candidates to apply.

To apply online please click the 'Apply' button below. It is the policy of NRFA Group to provide workplace adjustments for qualified persons with disabilities who are employees or applicants for employment. If you need assistance or adjustments to fully participate in the application/interview process, please contact Katie Dunlop, Resourcing Advisor on +61 3 8686 6072.

We are not accepting applications from recruitment agencies for this role.

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