Overview

IT Support Analyst role within Taylor Wessing''s IT Services Team in Liverpool. Reports to the Service Desk Manager. Provides IT support to 800+ UK users across Microsoft Office 365 and various legal-specific applications. Fast-paced environment; Desktop Support team delivers world-class support for legal and business services.Responsibilities

End user support via telephone, email, and walk-up service during core hours; deskside support as required; ensure timely responses to support tickets in line with SLAs.Incident logging and management: log incidents, requests, and problems accurately; monitor open tickets to ensure 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 levels; proactive floor-walking to provide visible and accessible support; serve as a go-to expert for IT processes and contribute to team documentation; support IT and business projects via rollouts, testing, and changes; drive service improvements; manage Joiners, Movers, Leavers onboarding and offboarding; deliver proactive, high-quality support with strong communication and full ownership of user issues.Knowledge, Skills And Experience

Minimum 2 years'' experience as a Desktop Support/Service Desk Analyst.Strong knowledge of Microsoft Office 365; good experience with Windows 11; MS Exchange.iManage or alternative document management system knowledge is advantageous; understanding of Active Directory; knowledge of ITIL framework.Excellent teamwork, positive and collaborative attitude; effective communication across all levels; strong customer service, problem-solving, and ability to work under pressure; experience in a law firm or professional services environment is advantageous.Benefits

Hybrid working: remote options with 3 days per week in the office.Holiday: 25 days annual leave, one discretionary paid day in December, and the option to purchase up to 5 extra days per year (pro rata).Enhanced Maternity and Paternity leave: after one year of service, up to 26 weeks of full pay for birth or adoption-related leave.Our culture

Nurturing a diverse, inclusive culture that values creativity, excellence, integrity, responsibility, respect, and teamwork. Taylor Wessing is committed to fair treatment for all candidates regardless of age, caring responsibilities, disability, gender identity, marital status, neurodiversity, pregnancy, race, religion or belief, sex, sexual orientation, or socio-economic background.The way we work

We are creative thinkers, problem solvers, and continuous learners. We aim high and stay connected as a community while pursuing ambitious professional goals.Seniority level

Entry levelEmployment type

Full-timeJob function

Information TechnologyIndustries: Law Practice

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