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For Companies At a Glance
- Tasks: Provide top-notch IT support to over 800 users in a fast-paced legal environment.
- Company: Join Taylor Wessing, a leading law firm with a commitment to diversity and inclusion.
- Benefits: Enjoy hybrid working, generous holiday, and enhanced parental leave after one year.
- Why this job: Kickstart your career in IT while making a real impact in a supportive team.
- Qualifications: 2 years of experience in IT support and strong knowledge of Microsoft Office 365.
- Other info: Be part of a creative, collaborative culture that values continuous learning and teamwork.
The predicted salary is between 30000 - 42000 £ per year.
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 & 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 & 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 level
Employment type
- Full-time
Job function
- Information Technology
- Industries: Law Practice
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IT Support Analyst employer: myGwork - LGBTQ+ Business Community
Contact Detail:
myGwork - LGBTQ+ Business Community Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Taylor Wessing on LinkedIn or through mutual connections. A friendly chat can give us insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by brushing up on your Microsoft Office 365 skills. We know they’re looking for someone who’s got a solid grasp of it, so be ready to showcase your expertise with real-life examples.
✨Tip Number 3
Show off your problem-solving skills during the interview! Think of specific instances where you’ve tackled tricky IT issues. We want to see how you take ownership and resolve problems effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds. Plus, it shows that you’re genuinely interested in the role and the company.
We think you need these skills to ace IT Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Microsoft Office 365 and any relevant IT support roles. We want to see how your skills match up with what we're looking for, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about the IT Support Analyst role and how your background makes you a great fit. We love seeing genuine enthusiasm and a bit of personality.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We’re all about ownership and resolution, so let us know how you’ve gone above and beyond to help users in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at myGwork - LGBTQ+ Business Community
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Office 365, Windows 11, and any document management systems like iManage. Be ready to discuss how you've used these tools in past roles, as this will show you're not just familiar with them but can also apply your knowledge effectively.
✨Show Off Your Customer Service Skills
Since the role involves a lot of end-user support, think of examples where you've provided excellent customer service. Prepare to share specific situations where you resolved issues under pressure, highlighting your problem-solving skills and ability to communicate clearly with users at all levels.
✨Demonstrate Ownership and Teamwork
Be prepared to talk about times when you've taken ownership of a technical issue from start to finish. Also, think about how you've collaborated with others to resolve complex problems. This will show that you understand the importance of teamwork in a fast-paced environment.
✨Engage with Stakeholders
Think about how you can build relationships with internal users. During the interview, express your enthusiasm for proactive support and how you plan to engage with colleagues. Mention any experience you have with floor-walking or being a go-to expert, as this aligns well with the role's responsibilities.