IT Support Analyst (12 month FTC)

Herbert Smith Freehills Kramer is a world-leading global law firm, where our ambition is to help you achieve your goals.

Exceptional client service and the pursuit of excellence are at our core. We invest in and care about our client relationships, which is why so many are longstanding. We enjoy breaking new ground, as we have for over 170 years.

As a fully integrated transatlantic and transpacific firm, we are where you need us to be. Our footprint is extensive and committed across the world’s largest markets, key financial centres and major growth hubs.

At our best tackling complexity and navigating change, we work alongside you on demanding litigation, exacting regulatory work and complex public and private market transactions. We are recognised as leading in these areas.

We are immersed in the sectors and challenges that impact you. We are recognised as standing apart in energy, infrastructure and resources. And we’re focused on areas of growth that affect every business across the world.

All of this is achieved by supporting the growth of our people, who help us deliver on our ambition – which is to help you achieve yours.

Herbert Smith Freehills Kramer: Your goals. Our ambition

The Opportunity

Innovative, efficient and effective IT systems are essential to the successful operation of a global law firm like Herbert Smith Freehills. The information technology team keeps our global team of lawyers and Business Services staff connected, whether we're in the office or on the move. While the roles within the division may vary, all involve providing the very best services and systems with opportunity to work on challenging projects across the firm.

The successful IT Support Analyst will be responsible for support and training across all information systems. You will have strong collaboration skills and good technical ability with a customer service mindset.

The opportunity :

• Log, analyse and resolve all IT incidents, queries and requests, providing first point of contact support to partners and staff, escalating where necessary. This role provides first and second line support (extensive troubleshooting and replication of issues), deskside support and IT system administration.
• Increase adoption of technology (useful functions of new and existing systems) among the legal practitioners and business services teams, enabling more effective service delivery to our clients.
• Advise partners and staff on operational IT matters and best practice, according to HSF IT service levels.
• Devise and implement improvements to IT support processes that bring about efficiencies and an enhanced user experience.
• Responsible for maintaining the firm's user-facing IT assets in good working condition, organising via our central asset management tool and maintaining sufficient stock levels.
• Enable cost-effective procurement of IT equipment.
• Undertake and organise IT project tasks under guidance.
  

Skills, experience and qualifications:

• Experience of a law firm, or of working in a professional services environment (e.g. consulting or accounting) would be a distinct advantage, although not essential.
• Must be able to demonstrate success in a similar role.
• Fluent spoken and written English is required. Good level of spoken and written Japanese will be an advantage.
• Candidate must demonstrate ability to deliver outstanding service in a high-pressure environment working in a relatively small office of a medium to large organisation
• Understanding of how IT infrastructure fits together in a hub-spoke environment and how to act as "remote hands" to an offsite 3rd line IT support team
• Technical understanding of information systems issues
• Educational background, with a high level of achievement and preferably to degree standard or professional qualification or accreditation.
• Ability to build and maintain strong relationships with partners, lawyers, office managers and everyone in IT
• Proficiency in Windows 10/11 and Microsoft 365 applications
• ITIL Foundation v3/v4 desirable
• Experience of iManage Work (v9 and v10) or similar document management technology, Citrix and mobile device management tools
• Organised with excellent time management capabilities
• A positive, proactive approach to injecting enthusiasm and energy into the working environment
• Patience and the ability to remain calm under pressure
• Able to analyse business and systems issues and communicate them effectively at all levels of the firm
• "Can do" attitude, focused on meeting deadlines and on high quality deliverables.
  

We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.

Team

Information TechnologyFull time

Location

Tokyo

Contract type

Permanent Contract

Diversity & Inclusion

We are committed to attracting people from all backgrounds and creating a respectful and inclusive culture where everyone thrives. We see this as essential to our success, including our ability to innovate and achieve sustained high performance. This is a key part of our Values—Human, Bold, and Outstanding.