IT Analyst
Posted Updated 3
views
Summary
A first-line IT support role at a Manchester law firm: the IT Analyst is the point of contact for colleagues, resolving tickets and troubleshooting hardware, Windows/Microsoft 365, Azure Virtual Desktop, Active Directory and basic networking issues on a Monday-Friday rota with paid out-of-hours cover.
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 high-quality 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, ensuring incidents and requests are resolved efficiently and professionally.
This role offers the opportunity to develop your technical experience, build knowledge of specialist legal systems, contribute to IT project work, and support colleagues across the firm though:
- Delivering high‑quality technical support across a range of technologies as part of the IT Service team.
- Acting as a first point of contact for users via telephone, email and face‑to‑face interactions, ensuring all issues are handled within agreed SLAs and KPIs.
- Troubleshooting and resolving hardware, software and application‑specific issues with a hands‑on approach.
- Managing and maintaining accurate ticket records, ensuring all updates, progress notes and resolutions are clearly documented.
- Performing administrative tasks including user account management and basic server‑related administration.
- Supporting and assisting in training other team members as required.
- Supporting end‑user devices including desktop PCs, laptops, mobile devices and printers.
- Supporting Windows Desktop and Azure Virtual Desktop (AVD) environments.
- Providing support for Microsoft 365 applications including Outlook, Teams, Word and Excel.
- Assisting with Local Area Networking tasks including cabling and patching to switches.
- Supporting the delivery of client data exports and imports, maintaining high standards of accuracy and compliance throughout.
- Producing accurate documentation, service notes and knowledge articles to support consistent service delivery.
You'll provide deskside support predominantly in our head office in Manchester, with very occasional travel to our offices in Liverpool and London.
The team work on a scheduled rota basis, covering 35 hours per week between 8am and 6pm Monday to Friday, wand participate in paid overtime as part of an out‑of‑hours rota.
We looking for candidates with at least 1 year of experience in a similar hands-on IT support role within a professional services environment, in addition to:
- A strong customer service ethic, with the experience and confidence to support users across face‑to‑face, telephone and digital communication channels.
- Ability to manage workload effectively, applying priorities appropriately and working within SLA and KPI expectations.
- Experience with Active Directory user configuration.
- Experience resolving complex technical issues and contributing to project‑related activities.
- Excellent problem‑solving and analytical skills with meticulous attention to detail.
- Willingness to take ownership of tasks and manage them through to resolution.
- Proactive, self‑motivated approach with a continuous improvement mindset.
- Ability to work collaboratively as part of a team.
- Technical understanding of current technologies, suppliers and industry terminology.
- Awareness of data protection and confidentiality principles.
- Awareness of Windows Server environments and Microsoft 365.
In addition to the above, it would be beneficial if you also had:
- Experience within a legal environment, supporting legal applications such as iManage, Proclaim and BigHand).
- Experience supporting users across multiple office locations.
- Formal IT certifications such as Microsoft Fundamentals, Microsoft Applied Skills or equivalent.