Description
The Technology Help Desk Analyst will act as the 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 manifested by a higher level of customer satisfaction
- 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 consistently following defined escalation procedures
- Provide on-time status and communication to end users regarding outstanding and resolved incidents
- Provide consistent performance of the day-to-day tasks and assignments in compliance with required targets and metrics
- Maintain strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participation in projects and improvement initiatives
- Communicate technical or operational issues encountered during the shift
- Proactively initiate the creation or update 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
- Undertake assigned initiatives and projects and actively participate in improvement initiatives regarding tools and processes
- Perform simple to 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
- Shows initiative, a sense of responsibility, and commitment to work
- Good customer service skills
- Well-developed interpersonal skills and the ability to work in a team environment
- Must be able to speak and write fluent English and Spanish with advanced grammar and composition skills
- Willing to work overtime as necessary
- Willing to work on a shift schedule
- Experience in multi-tasking, fast-paced and stressful environment