Senior IT Support Analyst

4 months 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 Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.

**Main responsibilities**:

- Demonstrates thorough and effective approach to troubleshooting, including coaching others in effective troubleshooting
- 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
- Demonstrates thorough knowledge and 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 and business concerns to their supervisor / manager promptly (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 a back-up trainer when requested and ensures proper onboarding of new onsite analysts
- Ensure local systems are properly documented in the KB in ServiceNow
- Local Office Asset Management
- Discuss non-standard requests with their manager prior to act
- Meeting OKRs ser for the role

**You will report to**: Director of IT Service and Service Delivery Manager, IT

**Key relationships**:

- Country Management Committee
- Local Practice Groups & Senior Office Operations Manager

**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
- Excellent communication skills are mandatory in order to keep our users/your teammates updated on status, progress and projects and explain technical details in non-tech language to users
- Excellent communication skill are mandatory in order to escalate issues properly and coordinate efficiently with global tech team to ensure a fast solution for our users

This role may have some travel requirement, but this is generally limited in duration and frequency.

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**
- 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, 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 demands
- Demonstrates composure when dealing with difficult situations

**Personal Impact**
- Uses complex, coordi

  • Senior Analyst, On-site IT Support

    4 months 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...

  • Senior Desktop Support Technician

    3 months ago

    Johannesburg, South Africa Disruptive IT Full time

    This is a contract on-site role for a Senior Desktop Support Technician who will be responsible for providing technical support for desktop computers, printers, troubleshooting hardware and software issues, and repairing computers. The Senior Desktop Support Technician will work closely with the IT team to optimize systems and enhance the user...

  • Senior Analyst

    4 months ago

    Johannesburg, South Africa e-Merge IT Recruitment Full time

    The insurance division of this well established South African organisation is on the lookout for a Senior Analyst with experience in the insurance industry. The organisation is over 150 years old and is highly regarded as one of the coolest places to work in the country, which is amplified by the fact that they make a positive difference in so many South...

  • Senior IT Support Specialist

    4 days ago

    Johannesburg, Gauteng, South Africa Recru-it Full time

    Job Title: Senior IT TechnicianWe are seeking a highly skilled and experienced Senior IT Technician to join our team at Recru-it. As a key member of our IT department, you will be responsible for providing technical support and maintenance for our IT systems and services.Key Responsibilities:Provide technical support and maintenance for all IT systems and...

  • Senior Finance Analyst

    4 months ago

    Johannesburg, South Africa The Recruitment People Full time

    Gauteng _, JHB - Southern Suburbs _ - Annually Cost To Company (Market related, Negotiable) _ - Our client, whom is an manufacturing industry leader is looking for a Senior Finance Analyst to join their team based in Vanderbjilpark. _ **_Advert Title: _**_Senior Finance Analyst _ **_Subtitle: _**_Vanderbjilpark _ **_Synopsis: _**: - Our client, whom is an...

  • Senior Systems Analyst

    3 days ago

    Johannesburg, Gauteng, South Africa Plus1X Solutions (Pty) Ltd Full time

    Job Title: Senior Systems AnalystWe are seeking a skilled Senior Systems Analyst to enhance our clients' systems and processes. In this role, you will be responsible for analyzing and improving system performance, ensuring data accuracy, and seamless system integration.Key Responsibilities:Analyze client requirements and system processes to identify areas...

  • Senior IT Support Specialist

    3 weeks ago

    Johannesburg, Gauteng, South Africa Recru-it Full time

    Job DescriptionWe are seeking a highly skilled and experienced IT professional to join our team at Recru-it as a Senior IT Technician. The successful candidate will be responsible for providing technical support and maintenance for our IT systems and services.Key ResponsibilitiesTechnical Support: Provide timely and effective technical support to our...

  • Senior Business Analyst

    3 weeks ago

    Johannesburg, Gauteng, South Africa PRR Recruitment Services Full time

    Job Title: Senior Business AnalystAbout the Role:We are seeking a highly experienced Senior Business Analyst to join our team at PRR Recruitment Services. As a Senior Business Analyst, you will play a key role in analyzing business needs and developing solutions to drive business growth and improvement.Key Responsibilities:Analyze business requirements and...

  • Senior Financial Analyst

    1 week ago

    Johannesburg, Gauteng, South Africa Network Recruitment Full time

    Job Overview: Network Recruitment is seeking a highly skilled Senior Financial Analyst to join our team. As a Senior Financial Analyst, you will play a crucial role in providing financial support to dealers and implementing financing solutions that align with our company's strategy. Key Responsibilities: * Lead financial projects and maintain...

  • Senior Business Analyst Lead

    2 weeks ago

    Johannesburg, Gauteng, South Africa Codematch Full time

    Senior Business Analyst OpportunityCodematch is seeking a seasoned Senior Business Analyst to spearhead growth initiatives and drive innovation in the non-manufacturing automotive industry. As a key member of our team, you will be responsible for gathering and documenting requirements, conducting data analysis, creating process documentation, engaging...

  • Senior Business Analyst

    2 weeks ago

    Johannesburg, Gauteng, South Africa Planet10 Full time

    Senior Business AnalystAt Planet10, we're seeking a seasoned Senior Business Analyst to join our team. As a key member of our organization, you will play a critical role in driving business growth and improvement through strategic analysis and process design.Key Responsibilities:Lead Business Analysis Efforts: Develop and refine business requirements, design...

  • Senior Business Analyst

    3 weeks ago

    Johannesburg, Gauteng, South Africa Codematch Full time

    **Job Summary**Codematch is seeking a highly skilled Senior Business Analyst to lead our team in embracing opportunities for growth, exploration, and innovation in the non-manufacturing automotive industry. As a key member of our organization, you will be responsible for:Gathering and documenting business requirementsConducting data analysis and process...

  • Systems and Support Analyst

    4 months ago

    Johannesburg, South Africa FirstRand Full time

    Job Description To provide assistance, efficient and effective support to Branches, Business Units, and Contact Centre regarding various banking systems and customer information to support the efficient utilisation of the systems and ensure the highest level of data integrity - Drive business profitability in the context of cost management through...

  • Senior Business Analyst

    4 days ago

    Johannesburg, Gauteng, South Africa Network Recruitment Full time

    Senior Business Analyst Job DescriptionWe are seeking a highly skilled Senior Business Analyst to join our team at Network Recruitment. As a Senior Business Analyst, you will play a key role in driving business growth and improvement by analyzing business needs and developing effective solutions.Key Responsibilities:Conduct JAD sessions to gather business...

  • Senior Data Analyst

    4 days ago

    Johannesburg, Gauteng, South Africa Network Recruitment Full time

    Job DescriptionJob Title: Senior Data AnalystJob Summary: We are seeking a highly skilled Senior Data Analyst to join our team at Network Recruitment. The successful candidate will be responsible for determining how our company governs, manages, collects, and processes existing data.Key Responsibilities:Determine data governance policies and...

  • Senior Actuarial Analyst

    1 week ago

    Johannesburg, Gauteng, South Africa Boardroom Appointments Full time

    Senior Actuarial AnalystBoardroom Appointments is seeking a highly skilled Senior Actuarial Analyst to join our team.Key Responsibilities:Collaborate with the local team lead and the modelling team in Singapore to establish the Valuation model locally.Assist with Model and Assumption Updates to ensure accuracy and efficiency.Support the valuation team with...

  • Senior Actuarial Analyst

    2 weeks ago

    Johannesburg, Gauteng, South Africa Boardroom Appointments Full time

    Job Title: Senior Actuarial AnalystBoardroom Appointments is seeking a highly skilled Senior Actuarial Analyst to join our team.Key Responsibilities:Collaborate with the local team lead and the modelling team in Singapore to establish the Valuation model locally.Assist with Model and Assumption Updates to ensure accuracy and efficiency.Support the valuation...

  • Senior Business Analyst

    3 weeks ago

    Johannesburg, Gauteng, South Africa Sapiens Full time

    About the RoleWe are seeking a highly skilled Senior Business Analyst to join our dynamic team at Sapiens International Corporation. As a key member of our organization, you will play a critical role in driving business growth and success.Key ResponsibilitiesCollaborate with internal stakeholders and customers to identify, validate, and document new system...

  • Senior Business Solutions Analyst

    3 weeks ago

    Johannesburg, Gauteng, South Africa Boardroom Appointments Full time

    About the Role**Senior Business Solutions Analyst**We are seeking a highly skilled Senior Business Solutions Analyst to join our team at Boardroom Appointments. As a Senior Business Solutions Analyst, you will play a critical role in supporting the company's product development by performing analysis and research tasks.Key Responsibilities**Facilitate...

  • Assistant Treasury Analyst

    3 months ago

    Johannesburg, South Africa IT Ridge Technologies Full time

    We are seeking an Assistant Treasury Analyst. The Assistant Treasury Analyst assists and supports the Treasurer, Treasury Manager and Treasury Analyst with funding requests locally and internationally, cash management, treasury projects and all other tasks in the treasury department. **Role Responsibilities**: *** **International** - Update and maintain...