Description

The Technology Help Desk Analyst will act as first point of contact for user technical issues and concerns responsible for providing consistent high quality customer service and support for Baker McKenzie’s applications and systems.

Responsibilities:

  • Provide initial assessment, Basic to Intermediate level troubleshooting and where possible, provide resolution of inbound issues
  • Record, track, monitor and follow up SLA breaches of incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution
  • Manage resolution of issues efficiently and professionally. Monitors on-going jobs and ensures immediate resolution of the reported problem
  • Proactively identifies and reports potential Major Incidents and Problems to Team Lead for onward escalation to the appropriate team
  • Escalate and coordinate unresolved incidents to the appropriate support team by following defined escalation procedures
  • Perform day-to-day tasks and assignments in accordance with operational processes in compliance with required targets and metrics
  • Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives
  • Communicate technical or operational issues encountered during the shift
  • Recommend improvements and updates of KB articles
  • Be familiar and follow Technology procedures, policies and processes diligently and accurately
  • Provide back-up support for other team members, as required
    • Perform intermediate level tasks but not limited to:
    • Message Tracking: Internal (EAC) and External Emails (Proofpoint)
    • Network Account Lockout Tracing and resolution
    • MobileIron Registered Devices: Administration of Accounts
      • Registering Devices
      • Unlocking of Passcodes
      • Retiring of Devices
      • Unblocking ActiveSync
    • 2-Factor Authentication Administration/Management of Accounts:
      • Provisioning of accounts
      • Unlocking of accounts
      • Setting Grace Period
      • Troubleshooting failed One Time Pass (OTP)
    • Active Directory Administration and Management
      • Network Account Administration
      • Distribution and Security Group Administration
      • Admin Accounts Management and Administration
    • Exchange Admin Center (EAC):
      • Mailbox Management and Administration
      • Mailbox Move
    • Administration and Management of 70+ firm wide used systems and applications
  • Perform other tasks as maybe assigned by management

Experience Required

  • Some prior technology Service Desk experience in an enterprise environment following/aligned to ITIL best practices
  • Good process methodology experience
  • Has the drive and ability to see problems through to resolution
  • Thoroughness in terms of following defined processes diligently and accurately
  • Ability to quickly learn and understand new technology and applications
  • Has initiative, sense of responsibility and commitment to work
  • Good customer service skills
  • Good inter-personal skills and ability to work in a team environment
  • Must be able to speak and write fluent English
  • Willing to work overtime as necessary
  • Willing to work on shifting schedule
  • Ability to multi-task, fast-paced and stressful environment