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.
Main responsibilities:
Perform hands-on fixes, including installing and upgrading
software, installing hardware, managing mobile devices, supporting
video conference equipment and software, and configuring applications
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
Field incoming requests from customers via both telephone, mail,
or instant messaging applications in a courteous manner
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 problem-solving processes, including
all successful and unsuccessful decisions made, and actions taken,
through to the 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
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
Provide support and demonstrate expert knowledge of online webinar
tools and applications
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 On-site IT Support, or
Manager, IT Service Delivery
Your direct reports, if any: N/A
Key relationships: All attorneys/staff members
About the candidate
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
Significant application support experience with Microsoft Office
2016 or higher
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 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 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
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
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
Uses complex, coordinated influencing/negotiation strategies,
adapted to people, organizations, and/or the situation, e.g. networks
Leverages direct reports to facilitate increased collaboration
across the organization
Builds partnerships based on a common agreement that acknowledges
individual differences but creates a new commonality beyond root
belief large-scale
Creates a positive impression at all times; develops relationships
through collaboration and reciprocity
Negotiates to achieve mutually satisfactory outcomes; shows good
judgment 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 74 offices in 45 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 London you will be part of a 1,000 person office, which is also
our largest office globally. Originally opened in 1961, Baker McKenzie
London is well established in the UK 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, friendly and supportive.
The strength of the firm and our culture is evidenced by a number of
recent awards, including:
Thomson Reuters (formerly Acritas' Sharplegal) Global Elite Law
Firm Brand Index, 2010- 2022 - ranked 1st
The Times Top 100 Graduate Employers 2021-2022: currently ranked 52nd
Thomson Reuters ranked the Firm No. 1 for cross-border deals for
the last 12 years. More than 70% of our deals are cross-border.
For the 14th consecutive year, the Firm was ranked first for deals
with emerging market involvement, by both number of announced and
completed deals.
Law360 ranked the Firm as one of the 400 Largest US Law Firms in
in its annual survey in 2020.
Identified as one of the Hall of Fame for best law firms for women
by Working Mother magazine, 2011-2021.
Received a a Gold Award in Stonewall's Global Workplace Equality
Index of Top Global Employers for LGBTQ+ Inclusion.
Ranked as one of the Top 20 Employers in the 2023 Social Mobility
Employer Index.
Received Double Certification for earning top marks in the 2022
Corporate Equality Index and Equidad MX of the Human Rights Campaign Foundation.
Winner of the Europe Mentorship Programme - International Firm
award in the Euromoney Women in Business Law Europe Awards 2021
Winner of the Gender Diversity International Firm, Talent
Management International Firm, and Work-Life Balance International
Firm awards in the Euromoney
Women in Business Law Asia Awards 2021
Have a look at our YouTube
channel to find out more about us!
To Apply
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.
For more information about this position or to discuss any
adjustments you may require during the process please contact in
confidence, David Roberts, Recruitment Manager, on David.Roberts@bakermckenzie.com
Please note Baker McKenzie does not accept unsolicited CVs. Please clickhere
for details of our Agency Policy and commitment to sourcing directly.
Commitment to Inclusion, Diversity & Equity
As the first truly global law firm, diversity and inclusion are
foundational to our culture and strategic vision. We are a Firm of
individuals from across the globe with different backgrounds, ideas,
and points of view who collegially work together to solve complex
problems and design practical solutions for our clients. Our multiple
perspectives come from many sources, including the diverse ethnicity,
culture, gender, nationality, age, sex, sexual orientation, gender
identity and expression, disability, parental status, education,
social background and life experience of our people.
Our global strategy is focused on our people, our culture, our
clients and the communities where we operate. In 2019 we enacted
ambitious new targets related to gender, racial and ethnic diversity
at the Firm. These targets are viewed as a floor, not a ceiling, to
advancing underrepresented groups, and they are backed by a variety of
strategic initiatives aimed at achieving our goals. Our strategic
vision is supported in London by six active employee led networks
which champion diversity, lead on a number of internal campaigns and
deliver a range of activity to celebrate differences in identity,
inclusion, and key dates throughout the year including: LGBT+ History
Month, International Women's Day, International Trans Day of
Visibility, Mental Health Awareness Week, Pride, Black History Month,
Social Mobility Week, International Day of Disabled Persons and many more!
Baker McKenzie London has been accredited by Disability Confident,
joining over 18,000 organisations that have signed up to help change
behaviours and cultures in businesses, networks and communities and
reap the benefits of inclusive recruitment practices.
