Overview

Taylor Wessing UK is hiring an IT Support Analyst to join our IT Services Team in Liverpool, reporting to the Service Desk Manager. The role provides IT support to our 800+ UK user base and covers a wide range of IT services including Microsoft Office 365 and various legal-specific applications. The Desktop Support team delivers world-class support for our legal and business services teams in a fast-paced environment.Key responsibilities

End user support: provide support via telephone, email, and walk-up service during core hours; deliver deskside support when required; ensure timely response to support tickets in line with SLAs.Incident Logging and Management: log all incidents, requests and problems in the IT Service Management system; monitor open tickets to ensure timely progress updates and resolutions.Ownership and 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 and Relationship Building: build strong relationships with internal users across all business levels; engage in proactive floor-walking to provide visible and accessible support; serve as a go-to expert for specific IT processes and contribute to maintaining accurate team documentation; support IT and business projects by participating in rollouts, testing, and implementing changes; drive service improvements by contributing ideas, participating in reviews, and learning from incidents; manage Joiners, Movers, and Leavers (JML) processes to ensure timely onboarding and offboarding including access setup and welcome activities; deliver proactive, high-quality support with strong communication and full ownership of user issues.Qualifications

Minimum 2 years experience as a Desktop Support/Service Desk Analyst.Strong knowledge of Microsoft Office 365.Experience with Windows 11.MS Exchange knowledge.iManage or other document management system knowledge is an advantage.Understanding of Active Directory and ITIL framework.Excellent teamwork, communication skills, and ability to interact with staff at all levels; strong customer service and problem-solving skills; able to work under pressure; willingness to learn in a busy support environment; experience in a law firm or professional services environment is advantageous.Benefits

Hybrid working (opportunity to work remotely with on-site days at our offices).Holiday entitlement starting at 25 days, with discretionary days in December; option to purchase up to five extra days per year (pro rata).Enhanced maternity and paternity leave (up to 26 weeks full pay after one year of service).Our culture

Nurturing a diverse, inclusive culture that allows all talent to flourish. We value creativity, excellence, integrity, responsibility, respect and teamwork, and we treat all candidates fairly 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 who strive to do our best work. Taylor Wessing is large enough for professional growth and connected enough to be a true community.Location notes: Liverpool, England, United Kingdom.

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