Hands-On IT Support Analyst — Manchester

JMW SOLICITORS LLP; Manchester; On-site; GBP 32,000 - 42,000; Full time

Job summary

JMW SOLICITORS LLP is seeking an IT Analyst to join the IT Service team in Manchester. You will provide hands-on technical support across hardware, software and applications, resolving incidents and requests efficiently.

You will work desk-side and remotely, supporting Windows Desktop, Azure Virtual Desktop and Microsoft 365, while contributing to IT project work and documentation. The role requires a customer‑focused mindset and a proactive, collaborative approach.

Qualifications

• At least 1 year of hands-on IT support experience within a professional services environment.
• A strong customer service ethic, with confidence supporting users via face-to-face, phone and digital channels.
• Ability to manage workload effectively, prioritise tasks and operate within SLAs/KPIs.
• Experience configuring Active Directory user accounts.
• Experience resolving complex technical issues and contributing to project work.
• Excellent problem-solving and analytical skills with attention to detail.
• Willingness to take ownership and drive tasks through to resolution.
• Proactive, self-motivated mindset with a continuous improvement approach.
• Ability to work collaboratively within a team.
• Knowledge of Windows Server environments and Microsoft 365.
• Awareness of data protection and confidentiality principles.

Responsibilities

• Deliver high-quality technical support across a range of technologies as part of the IT Service team.
• Act as first point of contact for users via telephone, email and face-to-face interactions, ensuring issues are handled within SLAs and KPIs.
• Troubleshoot and resolve hardware, software and application issues with a hands-on approach.
• Maintain accurate ticket records with progress notes and resolutions.
• Perform administrative tasks including user account management and basic server administration.
• Assist in training other team members as required.
• Support end-user devices including desktops, laptops, mobile devices and printers.
• Support Windows Desktop and Azure Virtual Desktop (AVD) environments and Microsoft 365 apps.
• Assist with LAN tasks such as cabling and patching to switches.
• Support data exports/imports with accuracy and compliance.
• Produce knowledge articles and service notes to support delivery.

Skills

Customer service

Workload management

Active Directory

Problem solving

Analytical skills

Ownership

Continuous improvement

Team player

Tech knowledge

Data protection

Windows Server

Microsoft 365

Tools

iManage

ProClaim

BigHand

Job description

JMW SOLICITORS LLP is seeking an IT Analyst to join the IT Service team in Manchester. You will provide hands-on technical support across hardware, software and applications, resolving incidents and requests efficiently.

You will work desk-side and remotely, supporting Windows Desktop, Azure Virtual Desktop and Microsoft 365, while contributing to IT project work and documentation. The role requires a customer‑focused mindset and a proactive, collaborative approach.