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 and other members of the Service team will be the first point of contact for all users via telephone, email and face to face in conjunction with a service desk management system within an agreed SLA. 

You will be responsible for assisting with the maintenance and support of IT systems as well as contributing to IT project work as required. Reporting to the IT Service Manager, the key deliverables of this role will include:

• Delivery of high-quality technical support on a range of technologies
• Hands-on attitude to troubleshooting hardware and application specific issues
• Responding appropriately to, and effectively resolving or escalating user incidents or queries within SLA and KPI timeframes (first response and resolution)
• Taking ownership of requests assigned to you and managing them through to resolution
• Performing administrative tasks (user and server related)
• Helping support and train other team members as required
• Supporting Windows Desktop, Citrix
• Desktop PC and Laptop, mobile device and printer support
• Use and support of Microsoft Office Suite (Outlook, Teams, Word and Excel)
• Local Area Networking support including local cabling/patching to switches

Your role will be predominantly based in Manchester, but you will need to be willing to travel to our Liverpool and London offices on occasion as required.

Your working hours will be 35 hours a week during standard business hours (Monday-Friday with rotational shifts between 08:00 and 18:00). Additional paid overtime offered as part of an out of hours rota.

Knowledge, Skills and Experience Required

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.

Formal IT qualifications/certifications - MCSA or multiple MCPs would be highly advantageous. Alternatively, you may be actively working towards an entry level IT certification like CompTia A+, MSDST or ITIL Foundation.

Experience required:

• 1+ years of hands-on related IT support experience in a professional services environment
• Active Directory user configuration experience
• Technical understanding of current leading technologies, suppliers and industry terminology
• Windows Server and Microsoft 365 awareness
• Awareness of data protection and confidentiality principles

Skills required:

• Able to manage workloads by applying priorities appropriately or as directed with discipline
• Appreciation of and ability to accommodate SLA and KPIs
• Excellent problem solving and analysis skills with meticulous attention to detail
• Continuous improvement mentality