Senior Analyst, On-site IT Support

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

• Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications
• 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
• Field incoming requests from customers via both telephone and e-mail in a courteous manner
• 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
• Apply diagnostic utilities to aid in troubleshooting
• 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
• Provides support and demonstrates expert knowledge of online webinar tools and applications
• 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.

About The Candidate

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
• Significant application support experience with Microsoft Office
• 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 minimal 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, coordinated influencing/negotiation strategies, adapted to people, organizations, and/or the situation, e.g. networks
• Leverages direct reports to facilitate increased collaboration across the organization
• Builds partnerships based on a common agreement that acknowledges individual differences but creates a new commonality beyond root belief large-scale
• Creates a positive impression at all times; develops relationships through collaboration and reciprocity
• Negotiates to achieve mutually satisfactory outcomes; shows good judgment 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 transparent
• Has care and concern for others and a genuine interest in others as people
• Treats delicate or confidential issues with discretion

Why Join Us?

Baker McKenzie is a truly global law firm. Founded in 1949, we advise many of the world's most dynamic and successful business organisations through our 13,200 people in 78 offices in 46 countries. Yet big does not mean impersonal. We work hard to ensure that everyone knows their role and has the support they need to perform it to the highest standard. Our culture encourages this - how we work, think and behave in a collaborative and fulfilling way.

In Johannesburg you will be part of an office with over 100 people. Originally opened in 2012, Baker McKenzie South Africa is well established in South Africa as a leading international law firm and is regularly involved in some of the country's most high-profile legal matters. We can offer you the work, pride and experience of being part of a leading law firm but in a local office environment that is hardworking, yet friendly and supportive.

Have a look at our YouTube channel to find out more about us!

To Apply

At Baker McKenzie, we welcome direct applications.

Please click on the Apply button on this advertisement to complete the application form.

NO AGENCIES PLEASE

Please note Baker McKenzie does not accept unsolicited CVs.

Commitment to Inclusion, Diversity & Equity

Baker McKenzie has a culture of diversity and inclusion in its DNA - since our beginning, the differences of our people have helped us to work fluently across borders, cultures and practices. This is intrinsic to everything we do and underpins Baker McKenzie's vision to be the global law firm of choice. We understand that organisations work best when people with different backgrounds and points of view are brought together. We also know people perform at their best when they can be themselves at work. Baker McKenzie is committed to serving our clients with innovative solutions brought about by a diverse talent pool and an inclusive community.

The Johannesburg office mirrors the wider firm in encouraging the best people, regardless of race, culture, religion or belief (if any), gender, gender identity and expression, disability, sexual orientation or age, to fulfil their professional aspirations with us so as to create an exciting and diverse legal environment.