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About the Role

Innovative, efficient, and effective IT systems are essential to the successful operation of a global law firm. The IT Support Analyst will provide support and training across all information systems, possessing strong collaboration skills, technical ability, and a customer service mindset.

Responsibilities

• Log, analyze, and resolve all IT incidents, queries, and requests, providing first point of contact support.
• Provide first and second line support, including troubleshooting, deskside support, and IT system administration.
• Increase adoption of technology among legal practitioners and business services teams.
• Advise partners and staff on operational IT matters and best practice.
• Devise and implement improvements to IT support processes.
• Maintain the firm's user-facing IT assets in good working condition.
• Enable cost-effective procurement of IT equipment.
• Undertake and organize IT project tasks under guidance.

Requirements

• 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.
• Demonstrate ability to deliver outstanding service in a high-pressure environment.
• Understanding of how IT infrastructure fits together in a hub-spoke environment.
• Ability to act as "remote hands" to an offsite 3rd line IT support team.
• Technical understanding of information systems issues.
• Ability to build and maintain strong relationships with partners, lawyers, office managers, and IT staff.
• Organized 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 analyze 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.

Skills

• 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.
• Experience with Citrix.
• Experience with mobile device management tools.

Location

• Tokyo

Work Type

• Full time
• Permanent

Experience Level

• 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.

Education Level

• Educational background, with a high level of achievement and preferably to degree standard or professional qualification or accreditation.

About the Company

• Herbert Smith Freehills Kramer is a world-leading global law firm.
• We invest in and care about our client relationships.
• 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.
• We are 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.
• Herbert Smith Freehills Kramer: Your goals. Our ambition.
• A leading global law firm, with over 6,000 people, we are in the world's largest markets, key financial centres and major growth hubs.
• We’re recognised leaders in demanding contentious matters, exacting regulatory work and complex public and private transactions.
• We’re immersed in the many challenges facing our clients.
• We’re invested and resourceful.
• We understand the part technology and digitalisation play in the delivery of legal services.
• We want to make a positive impact wherever in the world we operate.
• We are known for our diverse perspectives and renowned for our culture.
• Being human, bold and outstanding are more than our values: you’ll discover they are our lived experience.
• Herbert Smith Freehills Kramer: Your growth. Our ambition.

Equal Opportunity

• 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.