IT Systems Analyst

IT Systems Analyst

Kennedys is seeking a highly skilled and proactive Global Systems Analyst to join our global IT support team. The role is based in the London office but will service all Kennedys users globally.

• 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, including all client computing (e.g. desktops, laptops, mobiles phones) both within and external to the office and meeting room facilities.

• 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/ISO
  27001 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.