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IT Support Analyst

Legal Services


Position: IT Support Analyst
Location: Dublin IT Manager

Maples and Calder (Ireland) LLP is a leading international law firm advising financial, institutional, business and private clients around the world on the laws of the Cayman Islands, Ireland and the British Virgin Islands.  The firm's affiliated organisation, MaplesFS, provides specialised fiduciary, accounting and administration services to corporate, finance and investment funds entities.  The Maples group comprises more than 2,300 staff in 19 offices worldwide.

The Role

This role will report directly to Dublin IT Manager. The IT Support Analyst will primarily focus on global support including the provisioning of Starters/Leavers, provide on-site and remote support to users in Dublin and remote support to global users in order to maintain the existing infrastructure and help implement new applications and technologies as required.  The hours for this role are 09.00 to 5:30 Monday to Friday and as necessary by role.

The Key Responsibilities

This role will be based in the firm's Dublin office (currently a mix of both on site and working from home) and day-to-day responsibilities will include, but are not limited to:

  • Performing desk-side and remote support as part of a larger international IT support team
  • Taking responsibility for the global support queue in Service Now
  • Responsibility of the starters and leavers process within the European time zone while supporting the larger international IT team and maintaining the local stock record
  • Ensure tickets are logged in Service Now, customers kept updated and issues resolved within agreed service levels
  • Produce and maintain knowledge articles related to IT systems, processes, ticket resolutions and assist training IT Starters
  • Proactively research and report on issues to the IT Manager with suggested improvements
  • Assist users to install, configure, and troubleshoot PC/Infrastructure Hardware & Software, Copitrak, Mitel, SCCM, knowledge of backups
  • Provides solutions to unique business applications and/or core application and O/S
  • Provide support for standard desktop applications – MS Office 2016, Outlook, Citrix, and Windows 10
  • Management of mobile devices/virtualised desktop environments (Citrix)
  • Support of VoIP, video conference systems and telephony system (Zoom, Teams, Mitel)
  • Deliver various IT projects in agreement with the IT Manager
  • Contribute to building and maintaining an effective Global Service Desk Team by developing relationships and making suggestions to drive service improvement


  • Must have at least two years technical experience, supporting and deploying, both software and infrastructure, ideally in a corporate environment.
  • A relevant IT Degree is beneficial, but not essential.
  • Experience with an ITSM ticketing system (ideally ServiceNow or similar)
  • Strong communication skills and building rapport with clients, other support teams and external service providers
  • Good team player with excellent communication skills
  • Ability to work on own initiative and under pressure
  • The ability to develop and manage relationships with staff and clients
  • Excellent problem management and troubleshooting skills
  • Flexibility and adaptability key to this role
  • Ability to take on other responsibilities as the role develops
  • Can do attitude and positive approach to work 
  • Capable of multitasking and experienced problem solver, able to think laterally about issues.
  • They must be amenable to working “out of office hours”, on-call and able to travel to other international offices as necessary.
  • Additional certification a bonus but not essential (e.g. CompTIA, CCNA etc.)

About the Maples Group 

Over five decades, the Maples Group has grown from modest beginnings into one of the world's preeminent professional services firms, offering specialised fiduciary, fund administration, regulatory and compliance, entity formation and management and legal services on the laws of the British Virgin Islands, the Cayman Islands, Ireland, Jersey and Luxembourg.

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75 St. Stephen's Green, Dublin 2, D02 PR50


There is a competitive salary and benefits package on offer for this role. The compensation and benefits details are as follows:

  • Eligibility to participate in the annual salary review process
  • Eligibility to participate in the annual discretionary bonus scheme
  • Eligibility to join the Maples Pension scheme after the completion of the probation period
  • 100% Healthcare insurance (includes comprehensive healthcare cover and dental cover)
  • Travel insurance for the successful candidate and their family
  • Life assurance cover
  • Critical illness cover
  • Income protection cover, up to 65% of basic salary
  • Annual Leave – 22 days per year
  • Travel Saver Scheme to purchase discounted annual bus, Luas and rail journey tickets
  • Cycle to Work Scheme to purchase a bicycle at a significantly discounted rate
  • A number of staff well- being and sports and social activities are available to all Maples staff

Training Requirements

  • Training will be on going based on individual and firm’s needs and changes to any relevant technology. 

Travel Requirements

  • Non-scheduled travel as necessary with this role to provide oversight during incidents or projects.


12 November 2021