Systems Support Analyst

About the role

The Systems Support Analyst will serve as the primary interface for Walkers' IT Helpdesk, delivering day‑to‑day technical assistance to lawyers, professionals and business services staff across the Dubai office and globally. The role combines strong customer‑service communication with deep knowledge of Microsoft desktop environments and legal‑industry applications.

Key responsibilities

• Provide first‑line support for end‑users via phone and email, logging incidents in ServiceNow and adhering to SLA targets.
• Install, configure and maintain Microsoft Windows, Microsoft Office and other standard applications, including Aderant Expert and iManage.
• Deploy and manage patches and software updates using approved deployment tools.
• Support mobile devices, VoIP telephony, audio‑visual and video‑conferencing equipment, including setup of calls and coordination with service providers.
• Perform hardware installation, upgrades and preventative maintenance to ensure system reliability.
• Escalate complex issues to senior IT teams or external partners as required, and provide occasional ad‑hoc out‑of‑hours support.

Required profile

• Strong communication and customer‑service orientation.
• Proven experience supporting desktop environments in a corporate setting.
• Ability to work on‑site in Dubai five days a week and collaborate with global IT teams.
• Familiarity with legal‑industry software such as Aderant Expert and iManage is advantageous.

Required skills

• Microsoft Windows operating system
• Microsoft Office suite
• Aderant Expert
• iManage
• ServiceNow incident and request management
• Software deployment and patch management tools
• Mobile device configuration and management
• VoIP telephony support
• Audio‑visual and video‑conferencing equipment support
• Hardware installation and maintenance