Senior IT Support Analyst

6 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

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