Senior IT Support Analyst

Senior IT Support Analyst 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 #J-18808-Ljbffr