Description
The Analyst I – Technology Help Desk will act as the first point of contact for user technical issues and concerns and responsible for providing consistently 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 on SLA breaches of incidents and service requests following the defined Incident Management Process. Provide an accurate record of each incident description and resolution
- Manage the resolution of issues efficiently and professionally.Monitors ongoing 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
- Provide on-time status and communication to end users regarding outstanding and resolved incidents
- Perform day-to-day tasks and assignments per 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 with and follow Technology procedures, policies, and processes diligently and accurately
- Provide backup 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 may be assigned by management
Skills and Experience:
- Some prior technology Service Desk experience in an enterprise environment following/aligned to ITIL best practices
- Very 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
- Has the ability to quickly learn and understand new technology and applications
- Has initiative, sense of responsibility, and commitment to work
- Has good customer service skills
- Well-developed interpersonal skills and ability to work in a team environment
- Must be able to speak and write fluent English with advanced grammar and composition skills
- Willing to work overtime as necessary
- Willing to work on shifting the schedule
- Ability to multi-task, in a fast-paced and stressful environment