The purpose of the Senior Analyst role is 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, prioritising,
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.
The Senior Analyst is demonstrates superior troubleshooting of the
range of available applications and their function.
Main responsibilities:
Demonstrates thorough and effective approach to
troubleshooting, including coaching others in effective troubleshooting
Knowledge of the business application of solutions and ability to
work with lawyers and business professionals to support
adoption of technology
Perform hands-on fixes, including installing and upgrading
software, installing hardware, managing mobile devices,
implementing file backups, and configuring applications
Owns and drives issues to resolution including escalation to
specialized resources within the broader IT organization.
Remains engaged on issues until resolution
Provide technical support for client facilities such as video
conferencing and audio-conferencing services
Lead, coordinate and participate in improvements as they relate to
the on-site IT environment
Demonstrates thorough knowledge and serves as an advocate for
the organization's information security management system.
Assists 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 analyse 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.
Prioritise and escalate problems and business concerns to
their supervisor / manager promptly (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
Understands the essential responsibilities of the position and
works to continuously to build and improve the skills necessary
to be proficient in the role
Supports operates and maintains AV equipment for live meetings and events
Provides support and demonstrates expert knowledge for
online webinar tools and applications
Acts as a back-up trainer when requested and ensures
proper onboarding of new onsite analysts
Ensures all local solutions are properly documented, have passed
all relevant security filters and liaises with the portfolio
owners for each relevant application
Ensure local systems are properly documented in the KB in ServiceNow
Local Office Asset Management
Discuss non-standard requests with their manager prior to act
Meeting OKRs ser for the role
You will report to: Director of IT Service and
Service Delivery Manager, IT
Key relationships:
Country Management Committee
Local Practice Groups & Senior Office Operations Manager
About the candidate
Technical skills,qualifications, and experience:
Experience in the field of computer science, information sciences,
or related field for 5+ years
Microsoft MCP desired or other appropriate certification
Excellent knowledge of computer hardware with a focus
on workstations and laptops
Demonstrable area of technical specialisation and experience
on coaching/mentoring others in technical roles
Significant 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
Excellent communication skills are mandatory in order to keep
our users/your teammates updated on status, progress and
projects and explain technical details in non-tech language to users
Excellent communication skill are mandatory in order to escalate
issues properly and coordinate efficiently with global tech
team to ensure a fast solution for our users
This role may have some travel requirement, but this is generally
limited in duration and frequency.
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 in weekends to ensure minimal 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
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 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.
In Johannesburg you will be part of an office with over 100 people.
Originally opened in 2012, Baker McKenzie South Africa is well
established in South Africa as a leading international law firm and is
regularly involved in some of the country's most high-profile legal
matters. We can offer you the work, pride and experience of being part
of a leading law firm but in a local office environment that is
hardworking, yet friendly and supportive.
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 button on this advertisement to complete
the application form.
NO AGENCIES PLEASE
Please note Baker McKenzie does not accept unsolicited CVs.
Our Commitment to Diversity & Inclusion
Baker McKenzie has a culture of diversity and inclusion in its DNA -
since our beginning, the differences of our people have helped us to
work fluently across borders, cultures and practices. This is
intrinsic to everything we do and underpins Baker McKenzie's vision to
be the global law firm of choice. We understand that organisations
work best when people with different backgrounds and points of view
are brought together. We also know people perform at their best when
they can be themselves at work. Baker McKenzie is committed to serving
our clients with innovative solutions brought about by a diverse
talent pool and an inclusive community.
The Johannesburg office mirrors the wider firm in encouraging the
best people, regardless of race, culture, religion or belief (if any),
gender, gender identity and expression, disability, sexual orientation
or age, to fulfil their professional aspirations with us so as to
create an exciting and diverse legal environment.
