Support Analyst

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Support Analyst 


Shift work from 8am to 6pm (37.5 hours week)

Out of hours support (on call - rota):

Monday to Friday – From 6 pm to 9pm

Saturday - From 9 am to 4 pm

Sunday – From 10 am to 3 pm

Working week:

Monday - Friday


Information and Technology 

Purpose of job:

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.

To apply for this role, please complete the online application form.

For further information about this position please contact, in confidence, Molly MacKenzie-Williams (Recruitment Assistant) at

No agencies please

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