IT Analyst

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

IT Analyst

Department: Information Technology

Employment Type: Permanent - Full Time

Location: Manchester

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 high‑quality 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, ensuring incidents and requests are resolved efficiently and professionally.

Key Responsibilities

This role offers the opportunity to develop your technical experience, build knowledge of specialist legal systems, contribute to IT project work, and support colleagues across the firm though:

• Delivering high‑quality technical support across a range of technologies as part of the IT Service team.
• Acting as a first point of contact for users via telephone, email and face‑to‑face interactions, ensuring all issues are handled within agreed SLAs and KPIs.
• Troubleshooting and resolving hardware, software and application‑specific issues with a hands‑on approach.
• Managing and maintaining accurate ticket records, ensuring all updates, progress notes and resolutions are clearly documented.
• Performing administrative tasks including user account management and basic server‑related administration.
• Supporting and assisting in training other team members as required.
• Supporting end‑user devices including desktop PCs, laptops, mobile devices and printers.
• Supporting Windows Desktop and Azure Virtual Desktop (AVD) environments.
• Providing support for Microsoft 365 applications including Outlook, Teams, Word and Excel.
• Assisting with Local Area Networking tasks including cabling and patching to switches.
• Supporting the delivery of client data exports and imports, maintaining high standards of accuracy and compliance throughout.
• Producing accurate documentation, service notes and knowledge articles to support consistent service delivery.

You’ll provide deskside support predominantly in our head office in Manchester, with very occasional travel to our offices in Liverpool and London.

The team work on a scheduled rota basis, covering 35 hours per week between 8am and 6pm Monday to Friday, wand participate in paid overtime as part of an out‑of‑hours rota.

Skills, Knowledge and Expertise

We looking for candidates with at least 1 year of experience in a similar hands‑on IT support role within a professional services environment, in addition to:

• A strong customer service ethic, with the experience and confidence to support users across face‑to‑face, telephone and digital communication channels.
• Ability to manage workload effectively, applying priorities appropriately and working within SLA and KPI expectations.
• Experience with Active Directory user configuration.
• Experience resolving complex technical issues and contributing to project‑related activities.
• Excellent problem‑solving and analytical skills with meticulous attention to detail.
• Willingness to take ownership of tasks and manage them through to resolution.
• Proactive, self‑motivated approach with a continuous improvement mindset.
• Ability to work collaboratively as part of a team.
• Technical understanding of current technologies, suppliers and industry terminology.
• Awareness of data protection and confidentiality principles.
• Awareness of Windows Server environments and Microsoft 365.

In addition to the above, it would be beneficial if you also had:

• Experience within a legal environment, supporting legal applications such as iManage, Proclaim and BigHand).
• Experience supporting users across multiple office locations.
• Formal IT certifications such as Microsoft Fundamentals, Microsoft Applied Skills or equivalent.