Analyst, On-site IT Support

2 weeks ago

Manila, National Capital Region, Philippines Baker & McKenzie Rechtsanwaltsgesellschaft mbH Full time

Business Services | Manila (Quisumbing Torres)

Analyst, On-site IT SupportDescription

Role Purpose

The On-site Analyst role is responsible for ensuring 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.

Main Responsibilities

  • 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
  • Participate in improvements as they relate to the on-site IT environment
  • 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 (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 backup trainer when requested
  • Complies with the weekly On-call rotation requirement which includes:
    • being directly contactable by telephone and email and remain in an area of mobile phone and internet connectivity at all times during their on-call assignment period
    • respond to an agreed contact communication (e.g. telephone call, text, email, system alert) within an agreed time, typically within an hour
    • remain capable to carry out the duties required;
    • be able to attend the site within agreed time, if the matter cannot be dealt with remotely;
    • keeps the team and the direct Manager informed and updated of progress in dealing with an issue and escalate key decision points as appropriate and
    • keeps the schedule organiser (Supervisor) informed of any changes to their contact details, any booked annual leave or any other circumstances preventing them from carrying out on-call duties.

Travel Requirements

This role does not typically have travel requirements however may have occasional travel to provide temporary support to other offices as required.

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.

About The Team

This role will report to the Supervisor, On-site IT Support / Senior Manager - IT Service Delivery.

The key relationships of this role are with internal clients support (all attorneys / staff members).

About The Candidate

Technical skills, qualifications and experience

  • Experience in the field of computer science, information sciences, or related field for 3 to 5 years.
  • Microsoft MCP desired or other appropriate certification.
  • Strong knowledge of computer hardware with a focus on workstations and laptops.
  • 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.

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

About Quisumbing Torres

For more than five decades, we have helped top multinational and domestic companies drive their growth in the country. We provide global reach with deep local roots, delivering exceptional and effective legal advice and assistance to clients across borders seamlessly.

In 1963, the Firm was established as Collas and Guerrero, and later became known as Quisumbing Torres.

As part of Baker & McKenzie's global network with more than 12,000 people in 77 offices in 47 countries, we offer market insight and international experience that few firms in the Philippines can match.

With our team of more than 50 Philippine lawyers, we are a full-service firm, advising clients in the Banking & Finance, Corporate & Commercial, Dispute Resolution, Employment, Immigration, Intellectual Property, and Tax practice areas. More specifically, we are able to deliver industry-specific advice on:

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