Description

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.

Key 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.
  • Coordinate and/or perform hands-on fixes at the deskside support level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • 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.
  • Receive and respond to incoming calls, pages, and/or e-mails regarding deskside support problems.
  • 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.
  • Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
  • 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

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.

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

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

About the candidate

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 minimal 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) client demands
  • Demonstrates composure when dealing with difficult situations

Personal Impact

  • Creates a positive impression at all times; develops relationships through collaboration and reciprocity
  • Negotiates to achieve outcomes that are mutually satisfactory; shows good judgement 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 grace and discretion

Why join us?

Baker McKenzie is a truly global law firm. Founded in 1949, we advise many of the world's most dynamic and successful business organisations through our 13,200 people in 78 offices in 46 countries. Yet big does not mean impersonal. We work hard to ensure that everyone knows their role and has the support they need to perform it to the highest standard. Our culture encourages this - how we work, think and behave in a collaborative and fulfilling way.

Baker McKenzie opened its first Belgian office in Brussels in 1957. In 2002, it opened its Antwerp office. Today, Baker McKenzie has more than 80 Belgian qualified lawyers across the two offices

The strength of the firm and our culture is evidenced by a number of recent awards, including:

  • Named Global Law Firm of the Year in Europe at the Lawyer European Awards 2021
  • Named Leading Legal Brand for the 12th Consecutive Year by Thomson Reuters Global Elite Law Firm Brand Index
  • Ranked as one of the Stonewall Top Global Employers for 2022 with a Gold Award on Stonewall's Global Workplace Equality Index of Top Global Employers for LGBTQ+ people, reflecting our commitment to our progressive values and our collaborative, diverse and inclusive culture
  • Top 75 employers in the 2021 Social Mobility Employer Index
  • 2022 Hall of Fame for the Best Law Firm for Women - Working Mother Magazine
  • One of the Top Law Firms for Women - Law360 Glass Ceiling Report 2020
  • 2020 Best Law Firm for Women in Europe and Asia - Euromoney Women in Business Law Awards
  • Recognised as a global leader in the climate change sphere by Global Market Leaders 2022
  • Recognised by Accenture in 2022 in its Outside Counsel Diversity Awards for its efforts around increasing equality and inclusion in the legal profession
  • Belgium Tax Disputes Firm of the Year 2021 - ITR European Tax Awards 2021
  • Climate Change Firm of the Year 2020 - Who's Who Legal Awards
  • TARGET job awards 2020 - Finalist for most popular graduate recruiter in law

Have a look at our YouTube channel to find out more about us!

To Apply

At Baker McKenzie we welcome direct applications.

Please click on the Apply icon to start the online application process for this role. We will then be in touch with you once we have reviewed your application. If you are unable to apply online, please contact the Recruitment Team on belgianrecruitment@bakermckenzie.com

NO AGENCIES PLEASE

Please note Baker McKenzie does not accept unsolicited CVs. Please click here for details of our Agency Policy and commitment to sourcing directly.

Our Commitment to Diversity & Inclusion

Respects and enjoys the diversity of cultural, social and academic backgrounds found in the Firm.

As the first truly global law firm, diversity and inclusion are foundational to our culture and strategic vision. Our diversity makes our global community stronger, more interesting and richer in thought, and helps us in solving complex problems and designing practical solutions for our clients.

  • We view diversity and inclusion as a business imperative, and seek to engage with our clients to drive diversity and inclusion both within our Firm and in the broader legal community. Diverse teams make innovation possible, provide us greater insight into client needs, and lead to better performance
  • Our approach is global and inclusive. We have more than 13,000 employees in 46 countries who speak 80+ languages, and we want to ensure that all of our people feel included and empowered
  • The D&I Agenda is championed at the highest level by our Global Chair and our Global Executive Committee whose members each have KPIs around diversity
  • We have a Global D&I Committee who actively work to drive forward the firm's diversity and inclusion strategy and monitors progress through regular meetings and leadership accountability
  • We are proactively cultivating a diverse and inclusive environment through leadership accountability, policies and practices and client and community outreach.

In 2019 we enacted global targets of 40% women, 40% men and 20% flexible (women, men or non-binary persons) by July 2025. The targets apply to partners, senior business professionals, committee leadership and candidate pools for recruitment.