IT Support Analyst

Taylor Wessing; Liverpool; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading law firm in Liverpool is seeking a Desktop Support Analyst to provide high-quality support to over 800 users. The role involves managing incidents, engaging with stakeholders, and ensuring excellent service. Candidates should have a minimum of 2 years' experience in IT support, strong knowledge of Microsoft Office 365, and familiarity with Active Directory. This is an on-site position in a fast-paced environment.

Qualifications

• Minimum 2 years' experience in Desktop Support or Service Desk.
• Experience supporting 800+ users is a plus.
• Law firm or professional services experience is advantageous.

Responsibilities

• Provide end user support via various channels during core hours.
• Log incidents and requests into the IT Service Management system.
• Take ownership of issues and collaborate for resolution.
• Drive service enhancements and participate in IT projects.

Skills

Microsoft Office 365

Windows 11

Active Directory

ITIL framework

Customer service

Problem-solving

Communication

Tools

MS Exchange

iManage or alternative document management system

Job description

You will be working in a fast-paced environment, where each day brings new challenges. The desktop support team is responsible for providing world-class support for all of our legal and business services teams. This role will be based in Liverpool and will support 800+ UK users.

Responsibilities

• End user support
• Provide support via telephone, email, and walk-up service during core hours.
• Deliver deskside support when required.
• Ensure timely response to support tickets in line with agreed Service Level Agreements (SLAs).
• Incident Logging and Management – Log all incidents, requests and problems accurately into the IT Service Management system; monitor open tickets for timely progress updates and resolutions.
• Ownership & Escalation – Take ownership of technical issues and see them through to resolution or escalate when appropriate; collaborate with senior analysts and other technical teams for complex issue resolution.
• Stakeholder Engagement & Relationship Building – Build strong relationships with internal users across all business levels; engage in proactive floor-walking to provide visible and accessible support.
• Subject Matter Expertise – Serve as a go-to expert for specific IT processes and contribute to maintaining accurate team documentation.
• Project & Change Support – Support IT and business projects by participating in rollouts, testing, and implementing changes.
• Service Improvement & Collaboration – Drive service enhancements by contributing ideas, participating in reviews, and learning from incidents.
• JML (Joiners, Movers, Leavers) – Ensure timely and accurate onboarding and offboarding, including access setup and welcome activities.
• Delivering Excellence – Provide proactive, high-quality support with strong communication and full ownership of user issues.

Qualifications

• Minimum 2 years' experience working as a Desktop Support/ Service Desk Analyst.
• Strong knowledge of Microsoft Office 365.
• Good experience of working with Windows 11.
• MS Exchange experience.
• iManage or alternative document management system knowledge would be an advantage.
• Understanding of Active Directory.
• Knowledge of ITIL framework.
• Excellent team player, positive and collaborative.
• Ability to communicate effectively both within the team and with people at all levels across the firm.
• Excellent call handling and problem-solving skills.
• Willingness to learn and develop within a busy support environment.
• Strong customer service skills.
• Able to work well under pressure.
• Law firm or professional services experience would be an advantage.