IT Support Analyst

IT Support Analyst

Bradford + Hybrid

Up to £36,000

Your new role

To provide responsive, high-quality 1st and 2nd line IT support to colleagues across all offices, acting as a key point of contact for technical issues and requests, and taking ownership of a broad range of technical work to support the reliable day-to-day running of the firm's IT environment.

Responsibilities

Provide 1st and 2nd line IT support to approximately 180 users across the Bradford and Leeds offices - logging, prioritising and resolving incidents and service requests through Halo ITSM in line with agreed SLAs.

Liaise with the MSP for 3rd line escalations, managing those tickets through to resolution on behalf of the user.

Set up, configure and maintain end-user devices, including laptops, desktops, mobile phones and peripherals. Manage the hardware asset register, coordinate device replacements, and support user onboarding and offboarding, including account provisioning and equipment preparation.

Support users across the Microsoft 365 platform - Teams, Outlook, SharePoint, OneDrive and related applications - alongside the firm's core legal systems, including Partner for Windows (PMS) and NetDocuments (DMS).

Take ownership of routine infrastructure tasks across our on-site and Azure-based environments, including monitoring, patching, backup checks and network troubleshooting across Bradford and Leeds.

Administer user accounts, groups and permissions within Microsoft Entra ID, and manage device enrolment, configuration and compliance policies through Microsoft Intune.

Support the adoption of AI tools across the firm, including Microsoft 365 Copilot, and assist in the testing and roll-out of automation workflows.

Maintain accurate records within Halo ITSM and contribute to the upkeep of IT documentation, knowledge base articles and standard operating procedures.

Experience needed

Proven experience in an IT support role providing both 1st and 2nd line support in a professional environment.

Proven knowledge of Microsoft 365 - Teams, Outlook, SharePoint and OneDrive - and the ability to support users confidently across these platforms.

Proven experience administering Microsoft Entra ID / Active Directory - including user and group management, permissions and account lifecycle.

Practical experience with Microsoft Intune or a similar MDM platform for device enrolment, configuration and compliance management.

Familiarity with Windows 11 and end-user device management, including hardware setup and confident troubleshooting.

A working understanding of Azure fundamentals and cloud-based infrastructure, with the ability to assist with routine monitoring and maintenance tasks.

A methodical approach to fault diagnosis and problem-solving, with the ability to communicate clearly with non-technical users.

Good organisational skills with the ability to manage a ticket queue, prioritise effectively and keep users informed.

A customer-focused mindset - approachable, patient and committed to delivering a good service experience.

Excellent communication skills, with the ability to demonstrate empathy and sensitivity.

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