Systems Support Analyst

About Walkers

Walkers is a prominent international law firm that serves global corporations, financial institutions, capital market participants, and investment fund managers. With offices spanning the Americas, Europe, the Middle East, and Asia, the firm provides legal advisory services across Bermuda, the British Virgin Islands, the Cayman Islands, Guernsey, Ireland, and Jersey. Walkers values diversity and fosters a culture of trust and empowerment, leveraging its multinational team to align closely with the needs of its clients.

Role Overview

This on-site position is based in Dubai and requires a Systems Support Analyst to act as the primary customer contact within the IT Helpdesk team. The role demands strong technical expertise and excellent communication skills to support the day-to-day IT operations and assist Walkers’ employees worldwide.

Key Responsibilities

• Provide first-line end-user support for IT issues, handling service desk calls and emails promptly while accurately recording incidents and requests.
• Manage and prioritize IT service requests and incidents via ServiceNow, adhering strictly to SLA guidelines and escalating complex cases appropriately.
• Install, configure, and maintain software applications including Microsoft Office and other essential programs, performing preventive maintenance to ensure system security and reliability.
• Support mobile devices, VoIP telephony systems, audiovisual equipment, and video conferencing setup and troubleshooting.
• Assist with hardware installation, maintenance, repairs, and warranty-related replacements, handling secure decommissioning of outdated equipment per industry best practices.
• Perform scheduled operational checks on system performance and capacity, administer user accounts including onboarding and offboarding processes, and maintain accurate IT asset inventory.
• Cooperate with global IT teams to ensure uniform service standards and process consistency across all locations.
• Support systems administration such as deployment and management of servers, networks, and applications as part of the wider IT team.
• Contribute to technology projects including development, testing, and rollout of updated applications and services.
• Execute additional duties aligned with the position’s objectives as required.

Qualifications and Experience

• Bachelor's degree in an IT-related field or equivalent relevant experience, with special consideration for candidates experienced in legal industry IT service desks.
• Strong knowledge of Microsoft Windows operating systems (desktop and server), Active Directory, and fundamental networking technologies.
• Experience using IT service management platforms such as ServiceNow in SLA-driven environments.
• Familiarity with Microsoft Exchange, Teams, SharePoint, Azure Cloud, Group Policy, and SCCM.
• Desirable understanding of law firm and corporate service software like ViewPoint, Aderant Expert, and iManage.
• Awareness of ITIL or similar service management frameworks, plus a solid grasp of cybersecurity best practices.
• Excellent communication and interpersonal skills capable of engaging professionally at all organizational levels.
• Meticulous attention to detail, reliability, and self-motivation with the ability to work independently or collaboratively.

Work Environment and Conditions

• This role is strictly onsite at the Dubai office with working hours from 8:30 AM to 5:00 PM, five days a week.
• Flexibility to occasionally work outside regular hours and travel to regional offices as required.

Equal Opportunity Statement

Walkers is committed to fostering an inclusive work environment and ensures equal employment opportunities regardless of gender, ethnicity, nationality, age, disability, or any other legally protected status, basing all hiring decisions solely on individual capabilities.