Support Analyst

Kingsley Napley is an internationally recognised law firm based in Central London. We support individuals and businesses in resolving conflict, safeguarding their futures and maximising opportunities. Our wide range of expertise means that we can provide support for our clients in all areas of their business and private life. Many of our lawyers are leaders in their field and our practice areas are highly ranked by the legal directories.

Information and Technology 

Provide Information & Technology support to all Kingsley Napley employees

Specific duties:                         

• Trouble-shooting, diagnosing and resolving issues and closing tickets according to the Incident Management process
• Invoking the major incident process when required and escalating to the relevant authority when necessary. Managing any communication with the business if necessary 
• Handling in timely manner of all business requests recorded as Service Requests in our IT Service Management tool
• Maintaining our IT systems, this may include scheduling update/patches and their deployment
• Providing admin and ad-hoc support to our systems in line with our processes which may require following the Change Management process on case basis
• Providing supports for third party applications which may require liaising with the vendor when and where appropriate
• Documenting and maintaining our Knowledge Management system with all relevant documentation such as IT procedures, knowledge-bases articles and user guides
• Maintaining user security on all systems in line with the Infrastructure and Information security teams’ process
• Undertaking any localised maintenance tasks requested including software upgrades and installation, system configuration and any maintenance required
• Handling of the Problem Management process, from the root cause analysis to any actions required to resolve the problem record
• Identifying potential risk to our systems and escalating to the relevant party for resolution in an efficient and timely manner
• Assisting with the adoption of, and adhere to best practice and any standards that the IT Team and/or the Firm may introduce
• Identifying any potential improvement to our infrastructure and escalating to the relevant team with all relevant information
• Maintain our Asset register for compliance purposes for all hardware and software managed by Information and Technology
• Other ad hoc duties may be required.

Every effort has been made to ensure that this is a full description of the tasks and responsibilities of this role.  However, it is not an exhaustive list. The job description may be changed or developed at any time to reflect changes as required.  However, changes will not be made without full consultation with the post-holder.

Kingsley Napley is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment regardless of race, age, disability, gender identity, sexual orientation, gender reassignment, marriage and civil partnership, pregnancy and maternity and religion.