We are looking for an IT Analyst to join our IT Service team in Manchester. This is a hands-on role where you will act as a point of contact for colleagues across the firm, providing technical support and helping to keep systems running smoothly. You will support users remotely and face to face, working across a range of hardware, software and applications.
This role offers the opportunity to develop your technical experience, build knowledge of specialist legal systems and support colleagues across the firm, including:
- Providing high-quality first-line technical support to colleagues by telephone, email, remotely and face to face
- Logging, managing and resolving support tickets, incidents and service requests in line with agreed SLAs and KPIs
- Troubleshooting hardware, software, application and user access issues, taking ownership through to resolution
- Supporting end-user devices including desktop PCs, laptops, mobile devices and printers.
- Supporting Windows Desktop, Azure Virtual Desktop and Microsoft 365 applications including Outlook, Teams, Word and Excel
- Carrying out user account administration and basic server-related tasks, including Active Directory user configuration
- Assisting with Local Area Networking tasks, including cabling and patching to switches
- Supporting client data imports and exports, maintaining accuracy, confidentiality and compliance throughout
- Producing clear documentation, service notes and knowledge articles to support consistent service delivery
- Contributing to IT project work and service improvements where required.
The team work on a rota basis, Monday to Friday between 8am and 6pm, with paid out-of-hours cover when required.
The successful candidate will have some hands-on IT support experience including:
- A strong customer service approach, with confidence supporting users face to face, by telephone and through digital channels
- Good working knowledge of Microsoft 365 and Windows desktop environments
- Experience with Active Directory user configuration and an awareness of Windows Server environments
- Good problem-solving skills, with the ability to prioritise workload and work to agreed service expectations
- Attention to detail when documenting issues, resolutions and service notes
- A proactive approach and willingness to take ownership of tasks through to completion
- Awareness of data protection, confidentiality and the importance of handling information securely
- Excellent communication skills and ability to work effectively as part of a team.
In addition to the above, it would be beneficial if you also had:
- Experience within a legal environment supporting legal applications (e.g.: iManage, Proclaim or BigHand) or wider professional services
- Experience supporting users across multiple office locations
- Experience contributing to technical projects or supporting more complex service issues
- Formal IT certifications such as Microsoft Fundamentals, Microsoft Applied Skills or equivalent.
