Analyst, On-site IT Support
Il y a 7 mois
**Role purpose**
To ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.
**Main responsibilities**:
- Own and drive issues to resolution including escalation to specialized resources within the broader IT organization. Remain engaged on issues until resolution
- Provide technical support for client facilities such as video conferencing and in-room systems, along with audio conferencing services
- Participate in improvements as they relate to the on-site IT environment
- Serve as an advocate for the organization's information security management system. Assist customers to work efficiently within the ISMS framework Test fixes to ensure problems have been adequately resolved
- Perform post-resolution follow-ups to customer requests
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Build rapport with customers
- Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals
- Prioritise and escalate problems (when required)
- Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
- Access software updates, drivers, knowledge bases, and frequently asked questions about resources on the Internet to aid in problem resolution
- Understand the essential responsibilities of the position and works continuously to build and improve the skills necessary to be proficient in the role
- Support, operate, and maintain AV equipment for live meetings and events
- Act as a backup trainer when requested
**Travel requirements**: This role does not typically have travel requirements however may have occasional travel to provide temporary support to other offices as required.
**About the team**
**Function**
The Firm's Technology function is responsible for designing, developing, and maintaining the Firm's global technology infrastructure, including architecture, hardware, software, computer networking, communications, and data management. The function works closely with lawyers, clients, and PBS functions to ensure our technology offering is best-in-class and forward-thinking, allowing the Firm to provide its clients with cutting-edge, innovative legal and business advice via up-to-date technology products
and solutions.
**You will report to**:
- Supervisor/Manager On-site IT Support, or
- Manager, IT Service Delivery
**Your direct reports, if any**: N/A
**Key relationships**: All attorneys/staff members
**Technical skills, qualifications, and experience**
- Strong Experience in the field of computer science, information sciences, or related field
- Microsoft MCP desired or other appropriate certification
- Strong knowledge of computer hardware with a focus on workstations and laptops
- Experience with Microsoft Windows 10
- Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to and managing and resolving support desk tickets
- Experience working in a team-oriented, collaborative environment
- In cases where support needs to be provided in languages other than English, proficiency in English is also required
- Flexibility to work on projects and tasks outside of business hours and on weekends to ensure mínimal disruption to the business will be necessary from time to time
**Personal qualities**
These personal qualities represent the shared characteristics of high performers across Baker McKenzie, regardless of job level and location.
**Know-how**
- Demonstrates the ability to identify the real issue, and to anticipate requirements and potential consequences; distills a range of possibilities by thinking in a considered, prudent manner
- Has the capacity to take on new ideas and develop knowledge and think holistically about business and address media, analyst, employee, and client audiences
- Able to move through a variety of tasks requiring different approaches, knowledge, and expertise, with the agility of mind and capacity for analysis and synthesis
**Dedication**
- Driven by a strong personal sense of integrity and upholds exemplary quality standards
- Prepares thoroughly, takes responsibility, uses initiative, and is self-reliant to ensure work progresses to the fullest extent possible
- Hardworking and diligent with a keen understanding of client demands
- Demonstrates composure when dealing with difficult situations
**Personal Impact**
- Uses complex, coordinated influencing/negotiation strategies, adapted to people, organizations, and/or the situation, e.g. networks
- Leverages direct reports to fac
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