The IT Senior Support Analyst is a pivotal, hands-on role responsible for delivering high-quality IT support across the Dubai office and the wider Middle East region. Working as part of a small on-site team, this individual will act as the key point of contact for local IT matters, providing proactive, responsive, and professional support to a demanding user base.

This is a highly operational role requiring a strong focus on hands-on technical support, combined with excellent organisation and the ability to manage multiple priorities effectively. The role will involve regular travel across regional offices to provide in-person support, manage equipment, and maintain strong stakeholder relationships.

The Senior Support Analyst will take full ownership of incidents and service requests from initial contact through to resolution, working closely with the global IT teams to ensure a consistent and high-quality service.

The position reports to the Service Delivery Manager.

Roles and Responsibilities

• Provide high-quality, hands-on IT support across the Middle East offices, including deskside, remote and AV support, maintaining a visible, approachable and professional IT presence whilst working closely with global support teams.

• Take ownership of incidents and service requests from initial logging through to resolution, including proactive queue management, prioritisation of business-critical and VIP issues, and detailed troubleshooting and root cause analysis across hardware, software and business applications in line with IT standards and SLAs.

• Act as the regional escalation point for major incidents and problem management activities in the absence of the Service Delivery Manager, coordinating response efforts, managing escalations and driving issues through to resolution.

• Monitor service performance, identify recurring issues, trends and operational risks, and contribute to continuous service improvement initiatives across the region.

• Build strong working relationships with stakeholders at all levels, including Partners, senior fee earners and business leaders, effectively managing expectations through clear communication and regular updates.

• Attend regional office meetings and provide updates on IT services, projects and operational activities, ensuring stakeholders remain informed of ongoing initiatives and issues.

• Support regional operational activities by coordinating priorities, escalations and stakeholder communications in the absence of the Service Delivery Manager.

• Maintain ownership of regional IT assets, including configuration, deployment, lifecycle management, stock control and audit compliance, ensuring appropriate equipment availability across the region to support business operations and onboarding activities.

• Work closely with colleagues across the global IT teams to ensure consistency in service delivery and operational standards.

• Work closely with the projects team to coordinate regional IT projects, office initiatives and technology deployments, ensuring activities are delivered on time and to agreed standards.

• Manage relationships with regional suppliers and service providers, coordinating procurement, maintenance activities and operational requirements to support effective service delivery.

• Maintain accurate documentation, procedures and knowledge articles, identifying operational risks and opportunities to improve regional IT services.

• Travel throughout the Middle East region as required to support office operations, project delivery and stakeholder engagement.

Skills and Experience

• At least 5 years’ experience working in a busy IT Support environment, within a legal or professional services organisation.

• Strong diagnostic and troubleshooting skills with the ability to resolve complex technical issues independently.

• Experience supporting senior stakeholders, Partners and executive-level users within a professional services environment.

• Vendor and supplier management experience, including procurement and maintenance coordination.

• Proven ability to coordinate IT projects, office initiatives or technology deployments within a fast-paced environment.

• Knowledge of document management systems (e.g., iManage) and legal applications (e.g., InterAction, Intapp) is advantageous.

• Familiarity with IT asset management principles, including lifecycle tracking, configuration and audit compliance.

• Understanding of ITIL principles and service management best practices.

Person Specification

• Demonstrate excellent customer service skills, with the ability to convey technical information to nontechnical staff and maintain good interpersonal relationships at all levels within the firm and IT team.

• Strong organisational skills and the ability to manage and prioritise work effectively in a high-demand environment.

• Highly effective stakeholder management skills, including the ability to manage expectations, handle challenging interactions, and communicate effectively.

• Comfortable working independently when required, while remaining closely aligned with global teams.

• Calm and effective under pressure, particularly when supporting business-critical activities.

• Show adaptability to changing requirements and technologies, and flexibility in working hours, including outside of core hours.

• Highly motivated and methodical