Senior Analyst, On-site IT Support

2 weeks ago

Johannesburg, South Africa Baker McKenzie Full time

**Role Purpose**
***
To ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Global Service Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.

The role holder is expected to take on a technical lead role and take ownership of office-based IT projects. The Senior Analyst may also ensure appropriate work allocation in their team and provide technical mentoring support to Technicians and Analysts.

**Main Responsibilities**
- Own and drive issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution
- Provide technical support for client facilities such as video conferencing and audio conferencing services
- Lead, coordinate, and participate in improvements as they relate to the on-site IT environment
- Serve as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS
- Test fixes to ensure problems have been adequately resolved
- Perform post-resolution follow-ups to customer requests
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Build rapport with customers
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Prioritise and escalate problems (when required)
- Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Understands the essential responsibilities of the position and works to continue to build and improve the skills necessary to be proficient in the role
- Supports operates and maintains AV equipment for live meetings and events
- Acts as a backup trainer when requested
- Mentor and coach Technicians and Analysts
- Coordinate work allocation
- Take on technical leadership in nominated areas of on-site support

**Travel Requirements**
***
This role does not typically have travel requirements however may have occasional travel to provide temporary support to other offices as required.

**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 Supervisor/Manager, On-site IT Support or Senior Manager - IT Service Delivery.

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

***
**Technical skills, qualifications and experience**
- Strong experience in the field of computer science, information sciences, or related field
- Microsoft MCP desired or other appropriate certification
- Excellent knowledge of computer hardware with a focus on workstations and laptops
- Demonstrable area of technical specialization and experience with coaching/mentoring others in technical roles
- Significant experience with Microsoft Windows
- Proven track record of working under Service Level Agreements and a Service Desk framework
- Experience working in a team-oriented, collaborative environment
- In cases where support needs to be provided in languages other than English, proficiency in English is also required
- Flexibility to work on projects and tasks outside of business hours and on weekends to ensure mínimal disruption to the business will be necessary from time-to-time

**Personal Qualities**
***
These personal qualities represent the shared characteristics of high performers across Baker McKenzie, regardless of job level and location.

**Know-how**
- Demonstrates the ability to identify the real issue, and to anticipate requirements and potential consequences; distills a range of possibilities by thinking in a considered, prudent manner
- Has the capacity to take on new ideas and develop knowledge and think holistically about business and address media, analyst, employee, and client audiences
- Able to move through a variety of tasks requiring different approaches, knowledge, and expertise, with the 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

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