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 and 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 and 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 and Change Support – Support IT and business projects by participating in rollouts, testing, and implementing changes.

Service Improvement and 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.

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