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 participating in projects and improvement initiatives
  • Communicate technical or operational issues encountered during the shift
  • Proactively initiate 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

Experience Required

 
  • Some 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
  • Can quickly learn and understand new technology and applications
  • Has initiative, sense of responsibility, and commitment to work
  • Has very good customer service skills
  • Well-developed inter-personal 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 schedule
  • Experience in multi-tasking, fast-paced and stressful environment