IT Support Analyst

IT Support Analyst - Microsoft 365, Windows 11, Active Directory

Liverpool - Hybrid, minimum three days per week in the office

A well-established international professional-services organisation is looking for an IT Support Analyst to join its Liverpool-based IT Services team.

You will provide high-quality technical support to users across the UK, working across telephone, email, walk-up and deskside channels. This is an excellent opportunity for an established support analyst who enjoys taking ownership of issues, working directly with users and developing within a busy corporate IT environment.

Key responsibilities:

• Provide telephone, email, walk-up and deskside IT support.
• Troubleshoot issues involving Microsoft 365, Windows 11, Exchange and Active Directory.
• Log and manage incidents, requests and problems through the IT service management system.
• Take ownership of support tickets through to resolution or appropriate escalation.
• Monitor outstanding tickets and provide users with regular progress updates.
• Support joiner, mover and leaver processes, including account and access setup.
• Build effective relationships with users across all levels of the organisation.
• Participate in floor-walking, technology rollouts, testing and IT projects.
• Maintain support documentation and contribute to service improvements.
• Work collaboratively with senior analysts and specialist technical teams.

Required experience:

• At least two years' experience in a service desk, desktop support or IT support position.
• Good practical knowledge of Microsoft 365 and Windows 11.
• Experience supporting Microsoft Exchange.
• Understanding of Active Directory.
• Experience working with tickets, SLAs and escalation processes.
• Strong troubleshooting, communication and customer-service skills.
• Ability to take ownership of issues and work effectively under pressure.

Experience with iManage or another document management system would be advantageous, as would previous experience within legal or professional services.

The position is based in Liverpool and requires office attendance at least three days per week. Standard working hours are 9:30am-5:30pm, Monday to Friday.