Senior IT Systems Analyst

THREE CROWNS (SERVICES) PTE. LTD.; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player seeks an IT Senior Systems Analyst to enhance service delivery across its global offices. This role is perfect for someone with a strong background in legal IT, capable of managing support processes and improving service desk operations. You will interact with partners, provide end-to-end support, and lead small projects, all while ensuring customer satisfaction. With flexibility in work hours and occasional international travel, this position offers a dynamic environment where your contributions will significantly impact a leading law firm’s operations.

Qualifications

• At least 3 years of experience in legal IT.
• Proficiency with ITSM tools and technical support functions.

Responsibilities

• Ensure excellent service delivery firmwide.
• Act as the first escalation point for problems and customer issues.
• Monitor queues and calls to meet performance criteria.

Skills

Legal IT Experience

Incident Management

ITSM Tools Proficiency

Windows 10 Knowledge

Microsoft Office 365

Customer Service Skills

Analytical Skills

Tools

Active Directory/Azure AD

Exchange

Intune

iManage

BigHand

Aderant

Intapp

Workshare

InterAction

Job description

About Three Crowns

Three Crowns LLP is a law firm founded in 2014 by specialist international arbitration advocates. The firm focuses on complex, high-value disputes and serves clients including industry leaders and sovereign states. With offices in London, Madrid, Paris, Singapore, and Washington DC, it employs over 170 people, including 18 partners, and is regarded as a market leader across jurisdictions.

The Role

The IT Senior Systems Analyst reports to the Senior IT Manager in London. The role involves regular interaction with the firm’s partners and requires excellent communication skills, the ability to work under pressure, and confidence to inspire trust. It is primarily a support role with limited management responsibilities, ideally suited for someone experienced in a law firm environment, familiar with ITIL support processes, and capable of managing local projects and resolving issues methodically. The Service Desk operates on a ‘follow-the-sun’ model supporting global users.

The work hours are typically 09:00 to 17:30, with flexibility needed for projects, support, and occasional international travel.

Responsibilities

1. Ensure excellent service delivery firmwide.
2. Act as the first escalation point for problems and customer issues.
3. Provide end-to-end support following IT service management procedures.
4. Deputise for the Senior IT Manager as needed.
5. Identify and implement improvements to enhance Service Desk operations and customer satisfaction.
6. Monitor queues, calls, and escalations to meet performance criteria.
7. Train staff on new products and services.
8. Maintain IT asset inventories and documentation.
9. Manage third-party vendors to ensure application operation.
10. Perform technical support functions via phone, remote access, and on-site visits.

Skills and Knowledge

1. At least three years of experience in legal IT.
2. Experience with incident, request, major incident, and problem management.
3. Proficiency with ITSM tools, reporting, and monitoring.
4. Experience leading small improvement projects.
5. Technical knowledge of Windows 10, Teams, Active Directory/Azure AD, Exchange, Intune, and Microsoft Office 365.
6. Knowledge of remote working technologies and video conferencing systems.
7. Experience configuring and diagnosing laptops, mobile devices, and tablets, especially Lenovo and Apple ecosystems.
8. Familiarity with legal industry applications such as iManage, BigHand, Aderant, Intapp, Workshare, InterAction, and Template Management systems.

Personal Qualities

1. Strong customer service skills with empathy and conflict resolution abilities.
2. Ability to work independently and proactively.
3. Excellent written and oral communication skills.
4. Effective prioritisation skills in a fast-paced, technical environment.
5. Strong analytical skills.
6. Capable of handling administrative responsibilities efficiently.