Baker McKenzie

The Technology Help Desk Analyst will be the first point of contact for the end users through phone, email, chat, and/or ticket system. This position is classified as a Tier 1 Technology Help Desk role. The aim is to promptly provide solutions for our end user community as outlined by the department's service level agreements. In some cases, the role-holder will assist in dispatching when the issue or request can only be handled by a Tier 2 or Tier 3 team.

Main responsibilities:

• Provide initial assessment, basic to intermediate level troubleshooting, and where possible, provide resolution of inbound issues
• Record, track, monitor, and follow-up SLA breaches of incidents and service requests following the defined Incident Management Process
• Provide an accurate record of each incident description and resolution
• Manage resolution of issues efficiently and professionally manifested by a higher level of customer satisfaction 
• Identify and report potential Major Incidents and Problems to the Team Lead for onward escalation to the appropriate team
• Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures
• Provide on-time status and communication to end users regarding outstanding and resolved incidents
• Perform day-to-day tasks and assignments, in compliance with required targets and metrics
• Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives
• Communicate technical or operational issues encountered during the shift
• Recommend improvements and updates of KB articles
• Be familiar with and follow Technology procedures, policies, and processes diligently and accurately
• Provide back-up support for other team members, as required
• Undertake assigned initiatives and projects and actively participates in improvement initiatives regarding tools and processes 
• Perform simple to intermediate level tasks but not limited to:
  • M365 systems
  • Email and Exchange Admin Center (EAC)
  • Active Directory Administration and Management
  • Network Account Lockout Tracing and resolution
  • Network remote connection and Multi-Factor Authentication
  • Intune and mobile management
  • Administration and support of 70+ firm-wide used systems and applications
• Participate in weekend support rotation schedule
• Perform other tasks as may be assigned by management

Skills and experience:

• Experience in Technology Help Desk in an enterprise environment following/aligned to ITIL best practices
• Good process methodology experience
• Has the drive and ability to see problems through to resolution
• Thoroughness in terms of following defined processes diligently and accurately
• Can quickly learn and understand new technology and applications
• Has initiative, a sense of responsibility, and commitment to work
• Has good customer service skills
• Good interpersonal skills and ability to work in a team environment
• Communication skills: excellent written and spoken English communication skills, with advanced grammar and composition skills (able to communicate in German and French is an advantage for a role in the Belfast Center; Spanish mandatory and Portuguese desired for a role in the Buenos Aires Center)
• Willing to work overtime as necessary
• Willing to work on shifting schedule
• Able to multi-task in a fast-paced and stressful environment

Reports to: Tier 1 Supervisor

Position type: Center Services

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.

Reasonable Accommodation statement:

If you require a reasonable accommodation during the application process, please let your recruitment contact know. We are committed to working with candidates to ensure an inclusive and accessible experience in accordance with applicable laws and our commitment to diversity.

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.