Analyst - On-site IT Support

5 months ago

Melbourne, Australia Baker McKenzie Full time

**Why Baker McKenzie?**

At Baker McKenzie not only do we pride ourselves on leading pay and a great culture, joining a leading Global Law firm provides unique development opportunities to grow in a highly supportive working environment throughout all stages of your life. We know our people value flexibility around when and where they work. We are committed to offering a more adaptable way to work, and we call this bAgile. As a highly valued employee we will also provide you with an extensive range of wellbeing, recognition & benefits offerings.

For more information on our benefits click here

**The Role**

We are currently looking for an Analyst - On-site IT Support to join our Technology group in Melbourne.

**The Team**

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.

**Responsibilities**

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 Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.
- 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 in-room systems, along with 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 to work 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
- Build rapport with customers
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Prioritise and escalate problems (when required)
- 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 to build and improve the skills necessary to be proficient in the role
- Support, operate, and maintain AV equipment for live meetings and events

**What we're looking for -**
- 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
- 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 mínimal disruption to the business will be necessary from time to time

**About the Firm**

At Baker McKenzie, we are different in the way we think, work and behave. Like no other law firm, we were born global. Our Australian practice was established 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 5,600 locally qualified lawyers and 6,000 professional staff in 78 locations across 46 countries.

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.

**Diversity & Inclusion**

Baker McKenzie is committed to providing a diverse and inclusive culture for all its employees, with equal opportunity for all to progress and have a meaningful career with our Firm.

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