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IT Analyst – Manchester

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