IT Analyst

JMW Solicitors are searching for a customer focused and experienced IT Analyst to join our IT Department’s Manchester-based Service Delivery team.

As an IT Analyst, you'll deliver high‑quality first-line technical support across a range of technologies as part of JMW's IT Service team, including via telephone/remote and deskside/in person engagements. You will ensure incidents and requests are resolved efficiently and professionally, support the smooth operation of IT systems and have opportunities to contribute to IT project work.

Reporting to the IT Service Team Manager, the key deliverables of this role will also include:

• Acting as a first point of contact for users, 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

Your role will involve providing deskside support predominantly in Manchester, with very occasional travel to JMW's Liverpool and London offices.

You'll work with in scheduled rota patterns, covering 35 hours per week between 08:00 and 18:00, Monday to Friday, and participate in paid overtime as part of an out‑of‑hours rota.

We are looking for an experienced IT Analyst who can deliver efficient, high quality customer service, whether in person, over the phone or via other forms of digital communication such as email and chat. You’ll work well as part of a team but also have the skills and motivation to take ownership of tasks and manage them through to resolution.

Required:

• Minimum 1 year of hands‑on experience in a similar IT support role within a professional services environment
• Experience resolving complex technical issues and contributing to project‑related activities
• Ability to manage workload effectively, applying priorities appropriately and working within SLA and KPI expectations
• Meticulous attention to detail
• Ability to work collaboratively as part of a team and willingness to take ownership of tasks and manage them through to resolution
• Proactive, self‑motivated approach with a continuous improvement mindset
• Awareness of data protection and confidentiality principles
• Experience with Active Directory user configuration and awareness of Windows Server environments and Microsoft 365
• Excellent problem‑solving and analytical skills with strong attention to detail
• Technical understanding of current technologies, suppliers and industry terminology
• Experience supporting users across multiple office locations will be advantageous
• Formal IT certifications such as Microsoft Fundamentals, Microsoft Applied Skills or equivalent
• Experience supporting legal applications such as iManage, Proclaim and Big Hand
• Law firm or professional services firm experience