Analyst, On-site IT Support

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

• Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, supporting video conference equipment and software, and configuring applications
• 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
• Field incoming requests from customers via both telephone, mail, or instant messaging applications in a courteous manner
• Build rapport with customers
• Perform preventative maintenance, including checking and cleaning of 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 final resolution
• Apply diagnostic utilities to aid in troubleshooting
• 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
• Provide support and demonstrate expert knowledge of the online webinar tools and applications
• 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 the Supervisor/Manager On-site IT Support, or Manager, IT Service Delivery.

Your key relationships will be with All attorneys/staff members.

About The Candidate

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 
• Significant application support experience with Microsoft Office 2016 or higher
• 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 minimal 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 a 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 facilitate increased collaboration across the organization
• Builds partnerships based on a common agreement that acknowledges individual differences but creates a new commonality beyond root belief large-scale
• Creates a positive impression at all times; develops relationships through collaboration and reciprocity
• Negotiates to achieve mutually satisfactory outcome; shows good judgment on when to stand strong and when to compromise 
• Invests in, nurtures, and builds a network of productive relationships

Humanity

• Respectful to others, regardless of their position, and earns the respect of others by being transparent 
• Has care and concern for others and a genuine interest in others as people
• Treats delicate or confidential issues with discretion

About Baker McKenzie

Complex business challenges require an integrated response across different markets, sectors, and areas of law. Baker McKenzie's client solutions provide seamless advice, underpinned by deep practice and sector expertise, as well as first-rate local market knowledge. Across more than 70 offices globally, Baker McKenzie works alongside our clients to deliver solutions for a connected world. 

We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people -- regardless of race, religion, or belief if any, gender, gender identity, disability, sexual orientation, or age -- to fulfill their professional aspirations with us.