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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.
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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.
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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.
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