Senior IT Support Analyst in Liverpool

Liverpool Full-Time 35000 - 45000 £ / year (est.) No working from home possible

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At a Glance

Tasks: Provide technical support and mentor junior team members while maintaining high customer service standards.
Company: Join a reputable law firm located in Liverpool/Burscough with a focus on IT support excellence.
Benefits: Enjoy 23 days holiday, income protection, and free onsite well-being programmes.
Other info: Weekend on-call duty is expected, typically one weekend every six weeks.
Why this job: This role offers the chance to develop your career in a supportive legal environment.
Qualifications: Experience with Microsoft technologies and relevant qualifications like ITIL or Azure Fundamentals are required.

The predicted salary is between 35000 - 45000 £ per year.

Location: Liverpool / Burscough

Contract Type: Permanent

Hours: Monday to Friday 07:00 to 19:00 with 1 hour lunch (35 hours per week). Staggered shift pattern on rota of core hours per day to be agreed with Service Desk manager to ensure support continuity. Weekend on call is required as part of this role, typically 1 weekend in 6 weeks.

Responsibilities

Mentor junior members of the support team to improve their technical support knowledge
Provide technical support; answering support queries either onsite or via phone or email
Maintain a high degree of customer service for all support queries and adhere to all service management principles (ITIL)
Liaise with third parties to ensure the effective resolution of support calls
Take ownership of user problems and be proactive dealing with user issues
Act as an escalation point for business‑critical application related queries such as phone system, case/fleet management system, etc
Log all calls on the service desk system and maintain full documentation/solutions
Respond to enquiries from clients and help them resolve any hardware or software problems
Support users in the use of computer equipment by providing necessary training and advice
Keep technical documentation up‑to‑date within the firm’s knowledgebase

Key Competencies and Requirements

Experience working within a busy support desk environment
Experience administering Microsoft technologies such as Exchange Online, Active Directory, Server 2019, identity services, conditional access
Experience working with Microsoft Azure, Exchange Online, WVD and Intune technologies
Experience working within virtualised & hybrid cloud environments
Experience supporting users with ERP platforms
Experience administering and supporting Windows remote desktop and Citrix VDI
Working knowledge of security products such as Barracuda, Mimecast, Sophos & Windows Defender
Understanding of computer networking and basic troubleshooting
Understanding of core IT processes & procedures (JML, hardware fulfilment, service requests, major incident management)
Strong knowledge of Microsoft Office applications (Word, Outlook and Excel)
Ability to think, provide solutions and communicate well under pressure
Willingness to take on additional responsibility and learn
Excellent organisational, administration and customer service skills
Excellent telephone manner and face‑to‑face communication skills
Relevant qualifications such as ITIL, Azure Fundamentals, CompTIA
Experience supporting environments that include Microsoft Dynamics and PowerApps
Experience working within a claims, legal or fleet management environment
Experience of Salesforce

Benefits

23 days holiday + Birthday off + 8 bank holidays
Income protection, dental plan, critical illness cover & death in service cover
Employee Assistant Programme
Free onsite weekly classes and well‑being programmes
Discounted onsite restaurant, coffee shop / café
Secure bike storage
Opportunity to develop a rewarding and successful career with a wonderful law firm