IT Analyst

Department: Information Technology

Employment Type: Permanent - Full Time

Location: Manchester

Reporting To: Philip Sundet

Description

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.

Key Responsibilities

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.

Skills, Knowledge & Expertise

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.

JMW Solicitors

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