Role Purpose
Senior Analyst, On-site IT Support manages all procedures related to the identification, prioritisation, and resolution of end user requests, including the monitoring, tracking, and coordination of on-site IT support functions. The Senior Analyst will also contribute to problem resolution by giving in-person, hands-on support to end users at the on-site IT support level.
Key Responsibilities
Monitor daily workflow and workload of support team.
Manage people or team related issues in consultation with Manager/Senior Manager.
Provide ongoing performance feedback (and appraisals where required) for the support team.
Analyse performance of support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Manage the processing of incidents assigned to the On-site Support Team to ensure courteous, timely, and effective resolution.
Ensure the business is informed about current technology issues.
Collaborate with other IT functions to ensure efficient operation of the deskside computing environment.
Enforce request handling and escalation policies and procedures.
Coordinate and/or perform hands-on fixes at the deskside support level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Monitor and test fixes to ensure problems have been adequately resolved.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, pages, and/or e-mails regarding deskside support problems.
Moving and set up of desktop computers and peripherals.
Answer to and perform moves, adds, and changes requests as they are submitted by line managers.
Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
Any other tasks and projects as required.
Business engagement.
Continual Service Improvement
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 the 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
Demonstrated experience in the supervision of a technical deskside support team.
Excellent technical knowledge of desktop hardware.
Hands-on hardware troubleshooting experience.
Extensive equipment support experience.
Working technical knowledge of current protocols, operating systems, and standards.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation.
In cases where there are team members in more than one office or there are multiple geographic locations, occasional travel between the offices is expected.
Proficiency in English is also required.
Flexibility to work on projects and tasks outside of business hours and in weekends to ensure minimal disruption to the business will be necessary from time to time.
Leadership.
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 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 (internal) client demands
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 transparent
Has care and concern for others and a genuine interest in others as people
Treats delicate or confidential issues with grace and 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.
Baker McKenzie opened its first Belgian office in Brussels in 1957. In 2002, it opened its Antwerp office. Today, Baker McKenzie has more than 80 Belgian qualified lawyers across the two offices
The strength of the firm and our culture is evidenced by a number of recent awards, including:
Named Global Law Firm of the Year in Europe at the Lawyer European Awards 2021
Named Leading Legal Brand for the 12th Consecutive Year by Thomson Reuters Global Elite Law Firm Brand Index
Ranked as one of the Stonewall Top Global Employers for 2022 with a Gold Award on Stonewall's Global Workplace Equality Index of Top Global Employers for LGBTQ+ people, reflecting our commitment to our progressive values and our collaborative, diverse and inclusive culture
Top 75 employers in the 2021 Social Mobility Employer Index
2022 Hall of Fame for the Best Law Firm for Women - Working Mother Magazine
One of the Top Law Firms for Women - Law360 Glass Ceiling Report 2020
2020 Best Law Firm for Women in Europe and Asia - Euromoney Women in Business Law Awards
Recognised as a global leader in the climate change sphere by Global Market Leaders 2022
Recognised by Accenture in 2022 in its Outside Counsel Diversity Awards for its efforts around increasing equality and inclusion in the legal profession
Belgium Tax Disputes Firm of the Year 2021 - ITR European Tax Awards 2021
Climate Change Firm of the Year 2020 - Who's Who Legal Awards
TARGET job awards 2020 - Finalist for most popular graduate recruiter in law
Have a look at our to find out more about us!
We view diversity and inclusion as a business imperative, and seek to engage with our clients to drive diversity and inclusion both within our Firm and in the broader legal community. Diverse teams make innovation possible, provide us greater insight into client needs, and lead to better performance
Our approach is global and inclusive. We have more than 13,000 employees in 46 countries who speak 80+ languages, and we want to ensure that all of our people feel included and empowered
The D&I Agenda is championed at the highest level by our Global Chair and our Global Executive Committee whose members each have KPIs around diversity
We have a Global D&I Committee who actively work to drive forward the firm's diversity and inclusion strategy and monitors progress through regular meetings and leadership accountability
We are proactively cultivating a diverse and inclusive environment through leadership accountability, policies and practices and client and community outreach.
