IT Systems Analyst

Kennedys is seeking a highly skilled and proactive Global Systems Analyst to join our global IT support team. Our Systems Analyst team is comprised of a globally-distributed group of Systems Analysts who are responsible for providing advanced technical support across multiple regions, ensuring the reliability, security, and efficiency of our global IT systems and infrastructure. This role requires working with diverse teams across different time zones, addressing complex technical challenges, and collaborating closely with 1st and 3rd line support, as well as regional IT teams. Although this role will be based in the London office, the role will service all Kennedys users globally.

Team

Kennedys IT team is responsible for delivery of a responsive, effective and timely IT support service to the firm's employees and clients. They devise and implement operational processes and procedures in order to provide reliable and available IT systems to the firm.

Key responsibilities

Global Technical Support:

• Provide 2nd line support for IT systems, applications, and network issues across multiple regions ensuring consistent communication throughout
• Diagnose and resolve escalated issues from 1st line support teams globally, adhering to SLAs.
• Offer remote troubleshooting and problem resolution for global offices, ensuring minimal disruption to operations.
• Incident & Problem Management:
• Manage and document global incidents and problems, utilizing IT service management tools.
• Adhere to firm guidelines in relation to call and incident management and communication
• Identify trends for common problems and deliver workarounds whilst working with the IT teams to resolve underlying issues

System Maintenance & Monitoring:

• Ensure the firm's technology infrastructure meets service standards for systems performance and availability. This includes all client computing (e.g. desktops, laptops, mobiles phones) both within and external to the office and meeting room facilities
• Assist in the testing, implementation and maintenance of systems and applications.

Collaboration & Escalation:

• Work closely with global 1st line support teams, providing guidance and resolving complex issues.
• Escalate unresolved issues to 3rd line support or external vendors, ensuring effective resolution.
• Collaborate with global IT teams to ensure seamless integration and support of IT systems.

Documentation & Reporting:

• Develop and share knowledge base articles and user guides to improve global IT and user experience

Project Involvement:

• Participate in global IT projects, contributing to the planning, testing, and implementation of new systems and technologies.
• Assist in global software and hardware deployments, ensuring minimal impact on regional operations.
• Coordinate with regional IT teams to support global rollouts and system upgrades.

Required experience

• A minimum of 5 years of IT experience in a professional services environment performing at 2nd line level
• Strong experience with on premise and remote support skills supporting physical and virtual desktop solutions running Windows 10/11 and the Microsoft Office suite including Teams. Knowledge of networking and legal applications - iManage, Elite desirable.
• Understanding of network fundamentals, sufficient to diagnose and assess infrastructure-related issues
• Good technical knowledge of Audio Visual hardware and teleconferencing.
• Understanding of ITIL (v2 or v3), understanding of ISMS/ISO27001 would be desirable

Please let us know if you require any additional support or adjustments to be made in order to submit your application to Kennedys.

• where a level of experience is indicated, this is a guideline only and represents the amount of time we would usually expect a candidate to accumulate the requisite level of experience. This does not preclude applications from candidates with more or less experience.