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., * 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.
• 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
• 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

Do you have experience in Windows?, * A minimum of 5 years of IT experience in a professional services environment performing at 2nd line level

• Proven experience in both on-premise and remote support, with a strong focus on physical and virtual desktop environments running Windows 10/11 and the Microsoft Office suite, including Teams. Good experience with Cloud technologies and infrastructure. Knowledge of legal applications is desirable but not essential
• Understanding of network fundamentals, sufficient to diagnose and assess infrastructure-related issues
• Good technical knowledge of Audio-Visual hardware and teleconferencing.
• Understanding of ITIL (v3 or v4), understanding of ISMS/ISO27001 would be desirable