IT Systems Analyst

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., 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.

• 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