On-site IT Support Senior Analyst

**Role Purpose**

Senior Analyst, On-site IT Support manages all procedures related to the identification, prioritisation, and resolution of end user requests, including the monitoring, tracking, and coordination of on-site IT support functions. The Senior Analyst will also contribute to problem resolution by giving in-person, hands-on support to end users at the on-site IT support level.

**Main Responsibilities**
- Monitor daily workflow and workload of support team.
- Manage people or team related issues in consultation with Manager/Senior Manager.
- Provide ongoing performance feedback (and appraisals where required) for the support team.
- Analyse performance of support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Manage the processing of incidents assigned to the On-site Support Team to ensure courteous, timely, and effective resolution.
- Ensure the business is informed about current technology issues.
- Collaborate with other IT functions to ensure efficient operation of the deskside computing environment.
- Enforce request handling and escalation policies and procedures.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
- Where required, administer and resolve issues with associated end-user workstation networking software products.
- Moving and set up of desktop computers and peripherals.
- Answer to and perform moves, adds, and changes requests as they are submitted by line managers.
- Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
- Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
- Any other tasks and projects as required.
- Business engagement.
- Continual Service Improvement

**About the team**

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.

This role will report to the Senior Manager, IT Service Delivery.

The key relationships of this role are with all attorneys/staff members.

**Technical skills, qualifications and experience**
- Demonstrated experience in the supervision of a technical deskside support team.
- Excellent technical knowledge of desktop hardware.
- Hands-on hardware troubleshooting experience.
- Extensive equipment support experience.
- Working technical knowledge of current protocols, operating systems, and standards.
- Ability to operate tools, components, and peripheral accessories.
- Able to read and understand technical manuals, procedural documentation.
- In cases where there are team members in more than one office or there are multiple geographic locations, occasional travel between the offices is expected.
- Proficiency in English is also required.
- Flexibility to work on projects and tasks outside of business hours and in weekends to ensure mínimal disruption to the business will be necessary from time to time.
- Leadership.

**Personal Qualities**

These personal qualities represent the shared characteristics of high performers across Baker McKenzie, regardless of job level and location.

**Know how**
- Keeps across key developments in all relevant areas and demonstrates the ability to develop substantive authority in relation to the Firm's specialist fields
- Demonstrates the ability to identify the real issue, and to anticipate requirements and potential consequences; distils a range of possibilities by thinking in a considered, prudent manner
- Able to move through a variety of tasks requiring different approaches, knowledge, and expertise, with 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 (internal) clie