IT Analyst

Reporting to the IT Service Manager, you will act as a primary point of contact for colleagues across the firm, handling support queries via phone, email and in person, all managed through a service desk system and aligned to agreed SLAs and KPIs.

You will provide day-to-day technical support while also contributing to wider IT initiatives and project work when required. The successful candidate will take full ownership of assigned tickets, ensuring timely resolution or appropriate escalation, and maintaining high service standards throughout.

Key Responsibilities

• Deliver responsive, high-quality technical support across a broad technology landscape
• Diagnose and resolve hardware, software and application-related issues
• Manage incidents and service requests through to completion within agreed timeframes
• Undertake user and server administration tasks
• Support and guide colleagues within the IT team where appropriate
• Assist with ongoing IT improvement projects

The role is primarily based in Manchester, with occasional travel to the firm’s Liverpool and London offices as required.

Technical Environment

You will support and maintain a range of technologies, including:

• Windows Desktop environments and Windows Server
• Citrix
• Desktop PCs and laptops
• Mobile devices
• Printers and peripheral devices
• Microsoft 365 and Microsoft Office applications (Outlook, Teams, Word, Excel)
• Active Directory (user configuration and management)
• Local area networking, including basic cabling and patching to switches
• There will also be opportunities to develop expertise in core legal systems such as iManage and Proclaim.

Working Hours & Benefits

35 hours per week, Monday to Friday

Rotational shifts between 08:00 and 18:00

Participation in a paid out-of-hours support rota

Exposure to project work and ongoing professional development

We are seeking someone with at least one year of hands-on IT support experience within a professional services setting. You will be confident working in a structured, SLA-driven environment and comfortable balancing competing priorities., * Strong customer service skills across phone, face-to-face and digital channels

• A disciplined and organised approach to managing workloads
• A proactive mindset with a commitment to continuous improvement
• Excellent troubleshooting and analytical ability
• High attention to detail
• Team-oriented with the ability to collaborate effectively
• Understanding of data protection and confidentiality requirements
• Awareness of Microsoft 365 and current industry technologies, Formal IT certifications such as MCSA or multiple MCPs would be highly advantageous. Candidates working towards entry-level qualifications such as CompTIA A+, MSDST, ITIL Foundation or similar are also encouraged to apply.