Systems Support Analyst

Date: 2 Nov 2023

Location: London, GB, EC3M 7AF

Company: Walkers Global

Walkers is 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 jurisdictions of Bermuda, the British Virgin Islands, the Cayman Islands, Guernsey, Ireland and Jersey.

Walkers treat everyone as the intelligent grown-ups they are. We take a grown-up approach to getting the job done – trusting and empowering our people to deliver consistently, and enabling 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 we operate in.

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.
  • 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.
  •  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.

    This is a hybrid role requiring attendance from 9am to 5.30pm in our London office (Lime Street, EC3) offices initially on a 5-days per week basis moving to a minimum of 4-days on-site per week at the completion of training.

    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

Education, Skills & Experience

  •  A bachelor's degree in an IT related discipline or equivalent and at least one year of experience in a similar systems support role. Applicants with 5 years' 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.
  •  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.

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.