35 hours per week | Rotating shifts | Paid overtime available
Salary up to £34,000 + benefits
Office-based with the option of 1 day a week to work from home
We are delighted to be partnering with a well-established and highly regarded law firm in their search for an IT Analyst to join their Service Team. This is an excellent opportunity for a customer-focused IT professional to play a key role in delivering high-quality technical support within a professional services environment.
** Law Firm IT experience is highly desirable for this role **
The Role
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
About You
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.
Key attributes and experience include:
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
Qualifications
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
Salary description
£32000.00 - £34000.00 per year