Legal Tech Support Analyst

4 weeks ago


Belfast, United Kingdom Baker & McKenzie Rechtsanwaltsgesellschaft mbH Full time

The Technology Support Analyst (Tier 1) willprovide the first point of contact for our end users through phone, email, chat, and/or ticket system. For this reason, this role is classified as a Tier 1 Technology Help Desk position. This role will provide solutions for our end user community promptly as set out by the department service level agreements.
Baker McKenzie is the world’s leading law firm with offices all over the world. Our Belfast Centre is home to over 400 teammates in both legal and professional services such as finance, IT, marketing, and business support.
We offer one of the best workplace benefits packages in the business with comprehensive private health cover, income protection, life assurance and a full employee assistance plan. We are committed to promoting inclusion, diversity, and equity for all and are confident we can provide a career as individual and as exceptional as you.
Escalate and coordinate unresolved incidents to the appropriate support team by consistently following defined escalation procedures.
Maintain a strong working knowledge of supported systems and continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
Communicate technical or operational issues encountered during the shift.
Be familiar with and follow technology procedures, policies, and processes diligently and accurately.
Provide back-up support for other team members, as required.
Undertakes assigned initiatives and projects and actively participates in improvement initiatives regarding tools and processes.
Perform simple to intermediate level tasks but not limited to: - M365 systems - Email and Exchange Admin Center (EAC)- Active Directory Administration and Management - Network Account Lockout Tracing and resolution - Network remote connection and Multi-Factor Authentication - Intune and mobile management - Administration and support of 70+ firm-wide used systems and applications
Experience with Technology Help Desk in a commercial environment following/aligned to ITIL best practices.
Has the ability to quickly learn and understand new technology and applications.
Willing to work on shifting schedule including weekends, as may be required.



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