Desktop Support Analyst

Desktop Support Analyst

Are you a hands-on IT support professional who enjoys solving problems face-to-face and delivering a first-class service to end users?

A leading international professional services organisation is looking for a Deskside Support Analyst to join their Manchester office. This is a newly created role due to increased demand following a recent office move, offering the chance to become a key onsite technical presence within a growing support team.

Working closely with senior analysts and the wider infrastructure team, you will provide deskside support across hardware, applications and collaboration technology, while also delivering 2nd line support for the firm's document management platform (iManage).

Key details:

• Location: Manchester
• Salary: £30,000 - £44,000
• Fully onsite role (5 days per week)
• On-call rota participation after probation

Benefits and highlights:

• Work within a highly professional, technology-driven environment
• Join a collaborative IT support team delivering high quality service to a global business
• Exposure to enterprise technology platforms and legal sector systems
• Opportunity to develop expertise in iManage and enterprise collaboration tools

Responsibilities will include:

• Providing deskside support to users across hardware, software and collaboration platforms
• Delivering 2nd line support for the iManage document management system
• Acting as a point of triage for escalated incidents and ensuring issues are investigated correctly
• Supporting laptop, mobile device and hardware provisioning
• Troubleshooting AV and meeting room technology
• Managing service requests and incidents through ServiceNow
• Supporting Microsoft 365, Teams, Zoom and other collaboration tools
• Assisting with user onboarding and technology adoption
• Working closely with senior analysts and other IT teams to resolve complex issues

Technology environment includes:

• Windows 11
• Microsoft 365/Office
• Active Directory
• Intune & Apple Business Manager
• ServiceNow
• MsTeams, Zoom,
• iManage Work 10
• AV and video conferencing technologies

We are looking for someone who can demonstrate:

• Previous IT support experience within a law firm environment
• Strong experience supporting document management systems, ideally iManage
• Experience supporting hardware, laptops, mobile devices and AV technology
• Excellent communication skills and the ability to work with users at all levels
• Strong troubleshooting and problem-solving ability
• A proactive and customer-focused approach to support

If you are looking to take the next step in your IT support career within a professional services environment, we would love to hear from you.

Apply now to find out more about this opportunity and how your experience could make an impact.

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected. We encourage applications from candidates of all backgrounds.