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