Analyst, On Site IT Support

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, 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 and Pilots 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 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 the final resolution
- Apply diagnostic utilities to aid in troubleshooting
- Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution
- Understand the essential responsibilities of the position and work 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 of online webinar tools and applications
- Act as a backup trainer when requested
- Responsible for basic onboarding training

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 and Microsoft Cloud software like M365 and Copilot
- Significant application support experience with the Microsoft environment
- Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to, managing, and resolving support desk tickets
- Experience working in a team-oriented, collaborative environment
- As the role provides support in both Swedish and English, candidates must be proficient in both languages, written and spoken.
- 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

Application

Please attach your CV (in English), cover letter, and any other relevant certificates.

Applications are reviewed on a rolling basis, and the application period will close once the position has been filled.

Please note that we do not accept applications submitted by email.

What We Offer

You will join an international firm serving major, well-known clients, with our work organized into practice groups across countries and offices. Equality and diversity are fundamental to us, and we take pride in a culture built on collegiality, teamwork, and trust. You will be part of a sociable workplace with plenty of shared activities, such as workout sessions, soccer tournaments, and weekly breakfasts.

A prime setting – we have recently moved into our newly renovated, state-of-the-art offices at Mäster Samuelsgatan 17, right in the heart of Stockholm.

Baker McKenzie empowers clients to compete in the global economy. We provide comprehensive and practical legal advice that cuts through complexity with clear, actionable guidance. Our people represent diverse cultures and jurisdictions, combining local know-how with international expertise to ensure your business thrives across borders .

Baker McKenzie is an Equal Opportunity Employer. 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 fulfill their professional aspirations with us. We are committed to ensuring an inclusive and accessible experience for all candidates.