IT Support Analyst

An excellent opportunity has arisen for an experienced IT Support Analyst to join the in-house IT team of a leading Legal 500 law firm based in Brighouse.

Supporting approximately 330 users across 12 offices, you will provide responsive first-line and second-line technical support across the business, helping to ensure colleagues have access to reliable, secure and efficient IT systems.

This is a varied role combining IT service desk support, desktop support, user administration, hardware deployment and on-site technical assistance. The position is predominantly office based. Following successful completion of probation, there is the option to work one day per week from home. Travel to other offices across Yorkshire will also be required, with access to a pool car provided.

The Role

As IT Support Analyst, you will act as a key point of contact for employees experiencing technical issues, taking ownership of incidents and service requests through to resolution wherever possible.

Key responsibilities will include:

• Providing first-line and second-line IT support via telephone, email, remote access and face-to-face assistance
• Logging, categorising and prioritising incidents within the IT service management system
• Troubleshooting hardware, software, access and connectivity issues
• Supporting Windows desktops, laptops, mobile devices, printers and peripherals
• Setting up, configuring and deploying laptops, smartphones, tablets and other equipment
• Managing user accounts, permissions and access requests
• Supporting new starter onboarding, role changes and leaver processes
• Providing support across Microsoft 365, including Outlook, Teams, OneDrive and SharePoint
• Working with Microsoft Entra ID / Active Directory, Exchange and Intune
• Supporting file-sharing solutions, MFA tools, case management systems and email security platforms
• Escalating complex technical issues to internal specialists or third-party suppliers
• Providing on-site IT support across the firm’s Yorkshire offices
• Assisting with equipment installations, office moves and technology rollouts
• Maintaining technical documentation, knowledge-base articles and user guides
• Supporting IT security policies, procedures and best practice
• Identifying recurring technical issues and suggesting service improvements
• Contributing to wider IT projects, system implementations and upgrades
• Helping employees use technology effectively and securely

We are looking for someone with a strong technical background combined with excellent customer service skills.

You will ideally have:

• At least 2 years’ experience within IT support, service desk, helpdesk or desktop support
• Strong knowledge of Windows desktop environments
• Experience supporting Microsoft 365, Outlook, Teams, OneDrive and SharePoint
• Working knowledge of Microsoft Entra ID / Active Directory, Exchange and Intune
• Experience supporting laptops, mobile devices, printers and other end-user hardware
• Strong troubleshooting and problem-solving skills
• Excellent communication skills and the ability to explain technical issues clearly to non-technical users
• The ability to manage multiple tickets and priorities within a busy IT support environment
• A proactive, positive and customer-focused approach
• The ability to work effectively both independently and within an IT team

Previous experience within a law firm, legal IT environment or other professional services organisation would be highly advantageous. Experience supporting legal case management systems would also be particularly beneficial.

A full clean UK driving licence is required due to travel between offices.