Senior Analyst, On-site IT Support

2 weeks ago

Johannesburg, South Africa Baker McKenzie Full time

**Role Purpose**
***
The purpose of the Senior Analyst role is 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, prioritising, 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 Senior Analyst 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.

**Key Responsibilities**
- Owns and drives 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.
- Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework.
- Test fixes to ensure problems have been adequately resolved.
- Perform post-resolution follow-ups to customer requests.
- Evaluate documented resolutions and analyse 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 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 continuously 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 backup trainer when requested.
- Mentor and coach Technicians and Analysts
- Coordinate work allocation.
- Take on technical leadership in nominated areas of on-site support

***
**Technical Skills, Qualifications and Experience**
- Experience in the field of computer science, information sciences, or related field for 5+ years.
- Microsoft MCP desired or other appropriate certification.
- Excellent knowledge of computer hardware with a focus on workstations and laptops.
- Demonstrable area of technical specialisation and experience on 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.

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

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 in 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**
- 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 standard
- 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 client demand
- 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 tr

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