Technology Operational Help Desk Analyst
2 weeks ago
- Technology Operational Help Desk Analyst
Location: Belfast
Workplace: Hybrid
The Opportunity:
The Technology Operational Help Desk Analyst will perform various Identity and Access Management-related services to ensure the confidentiality, integrity, availability and non-repudiation of the Firm and Client data, information and information systems through excellent customer and technical service support. Be part of a centralized team that implements and maintains all aspects of identity and access management in accordance with the firm’s ISMS policy, technical procedures, and processes.
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. These and a host of other benefits make us one of the most desirable companies to work for in Belfast.
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.
About the role:
As part of this role, the successful candidate will:
Responsibilities:
- Implement centralized onboarding and offboarding processes and procedures to create, provision, modify, de-provision and delete user accounts and other objects in Active directory and other firm systems.
- Manage Active Directory objects such as user accounts, security groups, distribution groups and network shares.
- Assist with User Lifecycle Management (provisioning, de-provisioning, modifying) accounts, distribution lists, security groups, mailboxes, and service accounts.
- Process approved system access requests to reflect authorized user and resource administration, maintaining all documentation on file for audit review, in accordance with record retention directives.
- Record, track, monitor and follow up SLA breaches of incidents and service requests through the Firm’s ticketing system in accordance with the defined Incident and Request Management Processes.
- Maintain knowledge of current IAM best practices and the ability to work with the IAM team to implement measures to protect Firm and Client identities, network, and data.
- Manage resolution of issues efficiently and professionally; monitor on- going jobs and ensures immediate resolution of the reported problem.
- Escalate and coordinate unresolved incidents to the appropriate support team by following defined escalation procedures.
- Provide on-time status and communication to end users regarding outstanding and resolved incidents.
- Perform day-to-day tasks and assignments in accordance with operational processes in compliance with required targets and metrics.
- Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
- Communicate technical or operational issues encountered during theshift.
- Propose and recommend improvements and updates of KBarticles.
- Follow Firm standard procedures, policies, and processes diligently andaccurately.
- Provide back-up support for other team members, asrequired.
- Perform other tasks as maybe assigned bymanagement.
- Identifies opportunities to improve and implement IAM processes and technologiesthatwillenhancetheFirm'sabilitytoprovideeffectiveIAM.
Experience Required
To be successful in this role you will need:
Skills and Experience:
- Good operational experience involving identity and access management particularly onboarding and offboarding processes in an enterprise environment following/aligned to ITIL best practices.
- Good knowledge in Active Directoryadministration
- Good process methodologyexperience
- Possess the drive and ability to see problems through toresolution.
- Thoroughness in terms of following defined processes diligently andaccurately.
- Ability to quickly learn and understand new technology andapplications.
- Has initiative, sense of responsibility and commitment towork
- Good inter-personal skills and ability to work in a teamenvironment.
- Must be able to speak and write fluent English (and Spanish for BACroles)
- Willing to work overtime asnecessary.
- Willing to work on shifting schedule includingweekends.
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