Role Purpose
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 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 for online webinar tools and applications
- Act as a backup trainer when requested
Travel requirements
Regular visits to the Antwerp office.
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.
This role will report to the Senior Analyst On-Site IT Support and Manager, IT Service Delivery.
The key relationships of this role are with all attorney/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
- Proficiency in English and good command of Dutch and French is 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
- Keeps across key developments in all relevant areas and demonstrates the ability to develop substantive authority in 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 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 selfreliant 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 mutually satisfactory outcomes; 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
About Baker McKenzie
Baker McKenzie helps clients overcome the challenges of competing in the global economy. We solve complex legal problems across borders and practice areas. Our unique culture, developed over 65 years, enables our people to understand local markets and navigate multiple jurisdictions, working together as trusted colleagues and friends to instill confidence in our clients. This is an exciting time to join us as we invest in and further develop our Professional & Business Services organization, providing rewarding and challenging career opportunities in all of our world-class business functions.
We are committed to promoting diversity and inclusion for all. Our unique international culture is reflected in the drawing together of a worldwide family of individuals from diverse cultures and backgrounds in all of our offices. We encourage the best people - regardless of race, religion, or belief if any, gender, gender identity, disability, sexual orientation, or age - to fulfil their professional aspirations with us.
