Analyst - On-site IT Support

at  Baker McKenzie

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.

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.

• 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 of workstations, printers, and peripherals
• Prioritise and escalate problems (when required)
• 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 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
• Provide support and demonstrate expert knowledge of online webinar tools and applications