IT Systems Analyst

Overview

Kennedys is seeking a highly skilled and proactive IT Systems Analyst to join our global IT support team, based on site in our friendly Melbourne office.

Our global Systems Analyst team is comprised of a globally-distributed group of talented Systems Analysts who are responsible for providing advanced technical support across multiple regions, ensuring the reliability, security, and efficiency of our 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 Melbourne office, the role will service all Kennedys users globally.

Responsibilities

- 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 (FreshService)
- 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
- Assist in the testing, implementation and maintenance of systems and applications
- 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
- Develop and share knowledge base articles and user guides to improve global IT and user experience
- 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

Who we are looking for

- Extensive 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.
- Familiarity with Cloud technologies and infrastructure is preferred
- Knowledge of legal applications is desirable but not essential
- Good understanding of Citrix environment would be beneficial
- Demonstrates a solid understanding of network fundamentals, sufficient to diagnose and assess infrastructure-related issues
- Strong technical knowledge of Audio Visual hardware and teleconferencing
- Understanding of ITIL (v3 and v4) and ISMS/ISO27001 would be desirable

Please Note: If you are interested in this opportunity, please apply directly to Kennedys. We are not currently accepting applications from recruitment agencies for this position.

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

#J-18808-Ljbffr