System Support Analyst - Edinburgh

Ref: 124 Date Posted: Thursday 01 Feb 2018

Burness Paull is one of Scotland’s premier law firms with offices of equal size and strength across Glasgow, Edinburgh and Aberdeen, serving clients in Scotland, the UK and globally.

We are seeking a System Support Analyst as part of the IT support team looking after the firm’s IT systems.  The position will be full time, working shifts to cover 8am-6pm.


Duties and Responsibilities:

  • The primary responsibilities of this role are to provide technical support, development and configuration for the firm’s IT systems.

  • You will support project teams in the implementation and support of new systems.

  • You will assist 1st line and 2nd line support as required.

  • You will develop advanced knowledge and specialist skill in the firms key systems

  • Take ownership and resolve incidents raised through the firm’s helpdessk.

  • Raise incidents or problems for all issues found.

  • Regularly update the Helpdesk incident logging system with incident and problem status

  • Ensure all work adheres to implemented processes and best practices.

  • Prepare Technical Documents i.e. installation and procedural documentation.

  • Work effectively with IT colleagues to deliver a quality service;

  • Use technical expertise to develop solutions.

  • Contribute to the development of the team.

  • Build a rapport and maintain effective communication with staff to support their needs.

  • Work closely with colleagues to prioritise requests and help identify technical solutions to problems.

Skills Required:


  • Proficient in at least one programming language or Powershell/VB script.

  • SQL query skills useful.

  • Good all round server and network support skills.

  • Good numerical skills.

  • Ability to draft clear and comprehensive documentation to support technical implementation and administration processes.


  • Knowledge of relational databases.

  • Experience of problem management and resolution.

  • Existing experience in application support and development would be beneficial.

  • Experience with managing Windows server and client OS’s, Active Directory and associated services would be desirable.

  • Experience in working with Document Management, CRM, and Digital dictation systems would be an advantage.

  • Experience of providing support to end-users (experience in the legal industry would be desirable)

  • Ability to follow documented procedures.

Interpersonal Requirements:

  • Ability to communicate in a clear, courteous and professional manner

  • Motivated, independent minded manner and ability to use initiative to prioritise, highlight and solve issues

  • Shows willingness to develop, expand and apply knowledge and skills and share these with others.

Michelle Scott - Your contact for this role

If this sounds like the perfect job you can apply using the button below, or get in touch for an informal chat:


+44 (0)1224 261286

  • Legal Business Awards 2014 National/Regional Firm of the Year

  • Legal 500 UK Awards 2013 ‘Scottish Firm of the Year'

  • ‘Legal Advisor of the Year‘ 2013

  • UK 200 Listed Firm 2013