Service Desk Analyst - M365

Lawfront provides legal services to individuals and businesses through leading regional law firms - Farleys, Fisher Jones Greenwood, Brachers, Trethowans, Nelsons and Slater Heelis.

Our philosophy has been to acquire high-performing, mid-tier firms with an excellent regional brand, good-will and reputation; and then give them the investment and structure to be ambitious - but without losing their individuality or firm culture. So we think you get the best of both worlds, local firm culture and big-firm investment and infrastructure.

As a result of our growth, we are seeking an experienced IT Service Desk Analyst to join our dynamic IT team, based from the offices of Slater Heelis Solicitors in Sale.

Job Summary:

An experienced IT service desk analyst with M365 skills responsible for providing technical support, addressing 1st line IT issues and contributing towards the smooth operation of Lawfront's IT infrastructure. This role will also involve ensuring helpdesk best practice and assisting Lawfront's colleagues with IT related issues and requests.

Principal Responsibilities:

• Provide first-line technical support via phone, email, and ticketing system.
• Log, track, and resolve incidents and service requests in line with SLAs.
• Diagnose and troubleshoot hardware, software, network, and application issues.
• Escalate unresolved issues to 2nd/3rd line support teams as appropriate.
• Maintain accurate documentation of issues and resolutions.
• Support user account management (e.g., password resets, access requests).
• Assist with onboarding/offboarding processes including device setup.
• Monitor system alerts and respond to outages or performance issues.
• Supporting the Farleys and Slater Heelis IT Leads.
• Deliver excellent customer service and maintain a professional demeanour.

Skills and Knowledge:

• Previous experience in a helpdesk or IT support role (1+ years preferred).
• Knowledge of Windows OS, Microsoft 365, and basic networking.
• Familiarity with Active Directory, M365, ticketing systems (e.g. Halo).
• Excellent communication and problem-solving skills.
• Ability to work independently and manage multiple tasks.
• Full Driving License - occasionally required to visit Group sites.

What we Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and certification.
• A collaborative and supportive team environment.
• Exposure to enterprise-level infrastructure and security operations.

If this sounds like something you'd be interested in, then please click below to apply.