Analyst, On-site IT Support - Brussels, België - bakermckenzieuk

bakermckenzieuk

Geverifieerd bedrijf

Brussels, België

1 week geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

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 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:

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 inroom systems, along with audio conferencing services
Participate in improvements as they relate to the onsite IT environment
Serve as an advocate for the organization's information security management system. Assist customers to work efficiently within the ISMS framework Test fixes to ensure problems have been adequately resolved
Perform postresolution followups to customer requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Build rapport with customers
Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals
Prioritise and escalate problems (when required)
Record, track, and document problemsolving processes, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Access software updates, drivers, knowledge bases, and frequently asked questions about resources on the Internet to aid in problem resolution
Understand the essential responsibilities of the position and works continuously to build and improve the skills necessary to be proficient in the role
Support, operate, and maintain AV equipment for live meetings and events
Act as a backup trainer when requested

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.

You will report to:

Supervisor/Manager Onsite IT Support, or
Manager, IT Service Delivery

Your direct reports, if any:
N/A

Key relationships:
All attorneys/staff members

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
Strong knowledge of computer hardware with a focus on workstations and laptops
Experience with Microsoft Windows 10
Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to and managing and resolving support desk tickets
Experience working in a teamoriented, 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 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 selfreliant 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 fac