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.

Working at Baker McKenzie:

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.
• Perform periodic operational tasks to enforce the Firm’s relevant security policies and controls with regards to user, computer, and service accounts (e.g., stale password, disabled/inactive accounts, etc.)
• 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 the shift.
• Propose and recommend improvements and updates of KB articles.
• Follow Firm standard procedures, policies, and processes diligently and accurately.
• Provide back-up support for other team members, as required.
• Perform other tasks as maybe assigned by management.
• Identifies opportunities to improve and implement IAM processes and technologies that will enhance the Firm's ability to provide effective IAM.

Experience Required

Essential Criteria:

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 Directory administration
• Good process methodology experience
• Possess the drive and ability to see problems through to resolution.
• Thoroughness in terms of following defined processes diligently and accurately.
• Ability to quickly learn and understand new technology and applications.
• Has initiative, sense of responsibility and commitment to work
• Good customer service skills
• Good inter-personal skills and ability to work in a team environment.
• Must be able to speak and write fluent English (and Spanish for BAC roles)
• Willing to work overtime as necessary.
• Willing to work on shifting schedule including weekends.
• Able to multi-task in a fast-paced environment