Systems Support Analyst

Walkers; Greater London; On-site; GBP 42,000 - 56,000; Full time

Job summary

Walkers is seeking a Systems Support Analyst to join our London IT Helpdesk. The role focuses on end-user support for Windows environments, Microsoft Office, and common law-firm technologies. You will handle incidents, deployments, and asset management for staff across London and global offices.

The ideal candidate holds an IT-related degree with experience on a busy service desk, and demonstrates customer service excellence, reliability, and teamwork in a fast-paced, professional setting.

Qualifications

• Bachelor's degree in IT-related discipline or equivalent with relevant systems support experience.
• Experience with IT service management tools such as ServiceNow in SLA-driven environments.
• Knowledge of Microsoft Windows operating systems, Active Directory, and networking fundamentals.

Responsibilities

• Provide end-user IT support and act as escalation point for the Helpdesk.
• Install and configure Microsoft Office and other applications; manage patches and deployments.
• Support mobile devices, VoIP, AV, and video conferencing; liaise with providers.
• Install and maintain hardware; assist with replacements under warranty.
• Perform daily operations: user accounts, onboarding/offboarding, asset inventory, JML activities.
• Collaborate with global IT teams to ensure consistent service delivery.

Skills

Customer service

Windows OS

Active Directory

ServiceNow

Cyber security

Team player

Education

IT degree

Tools

ServiceNow

Aderant Expert

iManage

Office 365

Azure Cloud

Exchange

Teams

SharePoint

SCCM

Job description

This is an onsite role requiring attendance from 9am to 5.30pm in our London offices on a 5-days per week basis

We are a leading international law firm for global corporations, financial institutions, capital market participants and investment fund managers. With a global presence spanning the Americas, Europe, the Middle East and Asia, we advise on the laws of Bermuda, the British Virgin Islands, the Cayman Islands, Guernsey, Ireland and Jersey.

We treat everyone as the intelligent professional they are. Our approach is to trust and empower our people to deliver consistently, and enable them to succeed. Diversity is our secret weapon – it’s the sheer breadth of Walkers people that makes us who we are – gathered from across the globe and fluent in languages, jurisdictions and cultures that help us to mirror our clients and keep our own thinking in tune with the world in which we operate.

Overview Of Role

This is a support position that requires strong communication and customer service skills, as well as excellent technical knowledge. The Systems Support Analyst provides a customer interface for the IT Helpdesk team through the day-to-day operation and management of Walkers' IT Helpdesk.

The Systems Support Analyst's principal duties are the support of Walkers' employees in the use of their computers and associated applications including Microsoft Windows, Microsoft Office, Aderant Expert, and iManage. The successful candidate will provide support on the standard set of applications that are used by our lawyers, professionals and business services teams locally in London and throughout our global offices, and as such the successful candidate must possess expertise in Microsoft desktop operating systems, applications, and deployment and management systems.

Duties, Responsibilities & Person Specification

• End-user IT support: Provides support for users with computer issues. Responds to IT service desk phone and email requests. Records the details of incidents and requests. Acts as an escalation point to other Helpdesk members. Resolves issues where possible and escalates issues to other IT team members and partners as necessary. Provides occasional out-of-hours support on an ad-hoc basis. Log, manage and prioritise ServiceNow incidents and service requests, ensuring accurate categorisation, assignment, escalation and adherence to agreed service level agreements (SLAs).
• Software installation and maintenance: Uses and configures available tools to manage the deployment of applications and patches. Installs and configures Microsoft Office and other applications. Performs preventative maintenance to optimise systems' security, reliability and performance.
• Mobile devices, VoIP telephony, Audio Visual (AV) and video-conferencing support: Assists users with the establishment of audio and videoconference calls. Deploys smartphones and other mobile devices and supports their users. Liaises with telephone service providers.
• Hardware installation and maintenance: Assists with the installation of computer hardware. Assists with occasional hardware repairs, maintenance and upgrades. Arranges the replacement/repair of faulty items that are covered under warranty agreements with nominated vendors. Securely decommissions end-of-life hardware following industry best-practices.
• Operational duties: Performs scheduled operational duties including systems capacity and performance checks and running reports. Administers user accounts in various systems, including on-boarding new employees, employee changes and offboarding. Resolves operational issues where possible and escalates issues to other IT staff, as necessary. Execute Joiners, Movers and Leavers (JML) activities, including user account provisioning, access changes, hardware allocation and desk moves. Maintain accurate IT asset and inventory records, including stock control for laptops, mobile devices and peripherals.
• Collaborate with global IT teams to ensure consistent service delivery and adherence to standard processes across all offices.
• Assists with systems administration tasks: Assists the wider IT team with the deployment and management of applications, systems, and server and network hardware and software.
• Technology projects: Assists the wider IT team with the development, testing and transition of new or upgraded applications and services.
• Carries out any other duties commensurate with the purpose of the job.

Education, Skills & Experience

• A bachelor's degree in an IT related discipline or equivalent and recent and relevant experience in a similar systems support role. Applicants with recent experience of working on a busy IT Service Desk in the legal industry, are also invited to apply.
• Excellent knowledge of current Microsoft Windows operating systems (desktop and server), Microsoft Active Directory, and fundamental networking and communications technologies.
• Experience of working with IT service management tools such as ServiceNow in a structured, SLA-driven environment.
• Working knowledge of other Microsoft technologies including Microsoft Exchange, Teams, SharePoint, Azure Cloud, Group Policy, and SCCM.
• Some knowledge of law-firm and corporate services technologies an advantage, such as ViewPoint, Aderant Expert and iManage.
• Appreciation of ITIL or similar service management frameworks. Good understanding of cyber security principles and best practice.
• Excellent interpersonal skills – previous experience in direct-customer service areas is a distinct advantage
• Ability to interact professionally with staff at all levels of the organisation, both verbally and in writing.
• Reliability and attention to detail.
• The ability to work both independently and as part of a team, and to be proactive in the resolution of incidents and service requests

Working Arrangements

• This is an onsite role requiring attendance from 9am to 5.30pm in our London offices on a 5-days per week basis
• Participation in an on-call rotation that requires some weekend work on a scheduled basis (not more than 12 weekends per year) with appropriate time-off-in-lieu.
• Ability and willingness to occasionally work outside normal working hours/days as required when requested.
• Travel to regional offices as required.

Walkers global is an equal opportunity employer. Equality and diversity are key to our global identity and an integral part of our goal to continue being an employer of choice. We are committed to a work environment that supports all individuals irrespective of gender, ethnicity, nationality, race, religion, marital status, age, disability, pregnancy, sexual orientation, gender identity or any other applicable legally protected characteristics. We make every effort to ensure that employment opportunities are open and accessible to all purely on the basis of personal ability.