Systems Support Analyst

Overview of role

This role operates at the Intermediate level within the Global IT Helpdesk team and serves as the primary escalation point for internal team members when triaging and supporting our customers and partners. We are seeking candidates with a diverse range of support experience within the Helpdesk function or significant experience in a similar role.

Duties, Responsibilities & Person Specification

• Delivers exceptional customer service across the Walkers global enterprise.
• Ensures timely and effective resolution of customer and partner escalations.
• Responds to customer tickets, walk-up requests, and direct contact messaging and phone calls. Records all customer interactions in the Helpdesk ITSM tool.
• Drives standardization, change, and automation initiatives to streamline workflows and improve efficiency.
• Triages and prepares documentation for internal and customer-facing use. Proficient in all Helpdesk-supported applications.
• Champions initiatives to improve partnership and escalation policies.
• Assists in the day-to-day prioritization of work alongside Helpdesk leadership.
• Supports Helpdesk leadership and peers in developing operational metrics.
• Assists Helpdesk colleagues with routine tasks such as IT New Hire Orientation, hardware provisioning, and asset management.
• Participates in monthly out-of-hours support rotations as agreed by Helpdesk and IT leadership.

Education, Skills & Experience

• A bachelor's degree in an IT-related discipline and at least one year of experience in a similar systems support role. Applicants with 3+ years' experience of working on a busy IT Helpdesk within the legal industry are encouraged to apply.  
• Advanced knowledge of current Microsoft Windows operating systems (desktop and server), Microsoft Active Directory, Intune, Entra ID, and fundamental understanding of networking and communications technologies.
• Experience with the support, management, and provision of mobile devices on the iOS platform.
• 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 may be an advantage, such as ViewPoint, Aderant toolsets, and iManage.
• Appreciation of ITIL or similar service management frameworks. Good understanding of cyber security principles and best practice.  

Walkers offers a dynamic working environment with opportunities for career progression and an excellent remuneration package, including a discretionary performance-based bonus, pension and fully covered health insurance for employees and 5 weeks' vacation. Remuneration will commensurate with qualifications and experience.

Please note that Walkers will not accept any applications received from agencies at this time. Only candidates selected for interview will be contacted after the closing of the role.

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