Systems Support Analyst

Date: 20 Sep 2024

Location: Grand Cayman, KY, KY1-9001

Company: Walkers Global

 

We are a leading international law and professional services firm providing legal, corporate and fiduciary services to 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 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.

#LI-MC1

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.