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.
Main 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
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 YouTube
channel to find out more about us!
To Apply
At Baker McKenzie we welcome direct applications.
Please click on the Apply icon to start the online application
process for this role. We will then be in touch with you once we have
reviewed your application. If you are unable to apply online, please
contact the Recruitment Team on belgianrecruitment@bakermckenzie.com
NO AGENCIES PLEASE
Please note Baker McKenzie does not accept unsolicited CVs. Please
click here
for details of our Agency Policy and commitment to sourcing directly.
Our Commitment to Diversity & Inclusion
Respects and enjoys the diversity of cultural, social and academic
backgrounds found in the Firm.
As the first truly global law firm, diversity and inclusion are
foundational to our culture and strategic vision. Our diversity makes
our global community stronger, more interesting and richer in thought,
and helps us in solving complex problems and designing practical
solutions for our clients.
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.
In 2019 we enacted global targets of 40% women, 40% men and
20% flexible (women, men or non-binary persons) by July
2025. The targets apply to partners, senior business
professionals, committee leadership and candidate pools for recruitment.
