IT Senior Support Analyst

Role Overview

The IT Senior Support Analyst is a critical, hands-on position responsible for delivering exceptional IT support services across the Dubai office and the broader Middle East region. This role is part of a compact on-site team and serves as the principal point of contact for local IT issues, emphasizing proactive, prompt, and professional assistance for a demanding user community.

Key Responsibilities

• Deliver expert physical, remote, and audio-visual IT support to the Middle East offices, ensuring a visible and professional IT presence and collaborating closely with global support teams.
• Fully manage incidents and service requests from initial report through to resolution, including proactive ticket queue management, prioritizing crucial business and VIP concerns, and performing detailed diagnostics on hardware, software, and business applications per IT standards and SLAs.
• Serve as the regional escalation contact for major incident and problem management in the absence of the Service Delivery Manager, coordinating actions, handling escalations, and driving issues to conclusion.
• Oversee service performance metrics, identify recurring problems, operational risks, and trends, and contribute to ongoing service improvements in the region.
• Develop and sustain strong stakeholder relationships at all organizational levels, including partners, senior executives, and business leaders, communicating clearly and regularly to manage expectations.
• Participate in regional office meetings to provide updates on IT services, current projects, and operational status, keeping stakeholders well-informed.
• Support regional operational tasks by managing priorities, escalations, and communications when the Service Delivery Manager is unavailable.
• Maintain responsibility for regional IT assets, including configuration, deployment, lifecycle management, stock control, and audit compliance, ensuring equipment availability for business continuity and onboarding.
• Collaborate with global IT colleagues to align service delivery standards and operations.
• Coordinate with project teams to assist in delivering regional IT projects, office initiatives, and technology rollouts on schedule and to quality standards.
• Manage interactions with regional suppliers and service providers, overseeing procurement, maintenance, and operational needs for efficient service provision.
• Keep accurate records, procedures, and knowledge documentation while spotting risks and opportunities to enhance regional IT services.
• Travel across the Middle East region as needed to support office operations, project implementation, and stakeholder engagement.

Qualifications and Experience

• Minimum of five years' experience in a dynamic IT support role, preferably within legal or professional services settings.
• Strong analytical and troubleshooting capabilities to independently address complex technical issues.
• Proven experience supporting executive-level users, partners, and senior stakeholders in professional services environments.
• Vendor and supplier management expertise, including handling procurement and maintenance.
• Track record of coordinating IT projects, office programs, or technology deployments in fast-paced workplaces.
• Familiarity with document management systems such as iManage and legal-specific applications like InterAction and Intapp is a plus.
• Understanding of IT asset management, including configuration, lifecycle oversight, and audit compliance.
• Knowledge of ITIL frameworks and best practices in service management.

Personal Attributes

• Exceptional customer service skills, capable of explaining technical information clearly to non-technical users and maintaining strong interpersonal relations within the firm and IT team.
• Strong organizational abilities with effective prioritization in high-demand environments.
• Excellent stakeholder management skills, capable of managing expectations and difficult interactions with professionalism.
• Ability to work independently while maintaining close coordination with global teams.
• Calmness and effectiveness under pressure, particularly during critical business support tasks.
• Adaptability to evolving technology and requirements with flexibility around working hours, including outside standard hours.
• Highly motivated, methodical, and detail-oriented approach to work.