Baker McKenzie

The Analyst, On-Site IT Support will 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 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:

• 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. Remain engaged on issues until resolution
• Provide technical support for client facilities, such as video conferencing and audio conferencing services
• Participate in improvements as they relate to the on-site IT environment
• Serve as an advocate for the organization’s information security management system. Assist customers in working 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 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
• Prioritize 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
• 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
• Understand the essential responsibilities of the position and work to continuously build and improve the skills necessary
• Support, operate and maintain AV equipment for live meetings and events
• Provide support and demonstrate expert knowledge for online webinar tools and applications
• Acts as backup trainer when requests
• Comply with the weekly On-call rotation requirement, which includes:

  • to be directly contactable by telephone and email, and remain in an area of mobile phone and internet connectivity at all times during their on-call assignment period

  • respond to an agreed contact communication (e.g. telephone call, text email, system alert) within an agreed time, typically within an hour

  • remain capable of carrying out the duties required

  • attend the site within the agreed time, if the matter cannot be dealt with remotely

  • keep the team and the direct Manager informed and updated of progress in dealing with an issue, and escalate key decision points as appropriate 

• Keep the schedule organizer (Supervisor) informed of any changes to their contact details, any booked annual leave or any other circumstances preventing them from carrying out on-call duties

Skills and experience:

• Strong experience in the field of computer science, information sciences, or a related field 
• Microsoft MCP is desired or another appropriate certification
• Strong knowledge of computer hardware with a focus on workstations and laptops
• 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
• Proficient in written and spoken English communication skills is required
• Flexible to work on projects and tasks outside of business hours and over weekends to ensure minimal disruption to the business
• Participate in a regular 24/7 on call rotation

Reports to: Senior Manager and Supervisor - IT Service Delivery

Travel requirements: Occasional travel to provide temporary support to other offices as required

Position type: In Market

Development framework: Business Support

At Baker McKenzie we are different in the way we think, work and behave. With our team of 13,000 people, including over 6,500 locally admitted lawyers, in over 70 offices worldwide, we have a passionately collaborative community of 60 nationalities and are committed to world-class career development to everyone in every job at every level. Baker McKenzie can offer you both the uncompromising commitment to excellence expected of a top firm paired with a passionately global and genuinely collaborative working environment.

At Baker McKenzie, we are different in the way we think, work and behave. The first local, truly global law firm in Australia, we commenced operations in Sydney in 1964, in Melbourne in 1982 and in Brisbane in 2014. Our lawyers work seamlessly with our global colleagues, collectively providing a capacity of more than 13,000 people, including over 6,500 lawyers who work alongside our clients to drive growth that is both sustainable and inclusive.
 
Baker McKenzie Australia can offer you access to complex, market-leading matters working with some of the world's best legal minds-people who know the law and who understand business. We have an unrivalled ability to provide training and secondment opportunities across our global network. Locally, we have an inclusive culture of learning, coaching and opportunity where you will work in small teams on matters that often cross borders. We value people who think ahead and get noticed.

For more information on our benefits click here.

Our Benefits

• Financial benefits: competitive remuneration package, generous bonus scheme, salary continuance insurance, life insurance, salary sacrifice options, employee discounts, referral rewards, and travel insurance for you and your family
• Learning & development opportunities: client and international office secondments and regional and global development programs
• Flexibility: Hybrid and flexible working arrangements to balance your work and lifestyle
• Leave: 26 weeks paid parental leave for all parents with no minimum service, ability to purchase additional annual leave and flexible public holidays
• Health & wellbeing programs: Employee Assistance Program including confidential counselling and wellbeing and financial coaching for you and your immediate family, flu vaccinations and discounted health insurance

Baker McKenzie is an Equal Opportunity Employer. We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion or belief if any, gender, gender identity, disability, sexual orientation or age - to fulfill their professional aspirations with us.  We are committed to ensuring an inclusive and accessible experience for all candidates.