Systems Support Analyst

Overview of role

OFFICE: Dubai (on-site 5 days per week required)

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.

This is a support position that requires strong communication and customer service skills, as well as excellent technical knowledge.

The Systems Support Analysts 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 Dubai 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 bachelors degree in an IT related discipline or equivalent and relevant experience in a similar systems support role. Applicants with proven 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 REQUIREMENTS

• This is an onsite role requiring attendance from 8:30am to 5:00pm in our Dubai office (on a 5-days per week basis),
• Ability and willingness to occasionally work outside normal working hours/days as required when requested.
• Travel to regional offices as required.

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