IT Support Analyst

Ramsdens is an award-winning, Legal 500 recommended full-service law firm with offices across Yorkshire. We are known for the quality of our people and the service we provide. We are looking for a full time IT Support Analyst to join our team at our administrative centre in Brighouse. Please note this an office based role, after successful completion of probation there is the option of working one day a week from home. You will be required to travel to our offices across Yorkshire, and will have access to a pool car.

The Role

We are seeking a customer focused IT Support Analyst to join our in-house IT team. In this role, you will act as a key point of contact for colleagues across the firm, providing responsive, professional support and helping to maintain a reliable, secure and efficient IT service.

You will support approximately 330 users across 12 sites, handling incidents and service requests by phone, email, remote support and face to face assistance. The role combines day to day service desk support with on-site technical assistance, device setup and user onboarding.

You will be expected to log, prioritise, troubleshoot and resolve support issues in line with team procedures and service standards, escalating where appropriate and ensuring users are kept informed throughout.

Main Responsibilities

• Provide first-line and some second-line support to end users, taking ownership of incidents and service requests through to resolution where possible.
• Log, categorise, prioritise and update tickets accurately within the IT service management system, ensuring clear communication and timely progress updates.
• Diagnose and resolve a wide range of hardware, software, access and connectivity issues across desktop, laptop, mobile and peripheral devices.
• Escalate complex or high-impact issues appropriately, working with internal teams and third-party suppliers to restore service as quickly as possible.
• Set up, configure, deploy and support end-user devices, including laptops, mobile phones, tablets and related equipment.
• Support user account administration and access requests, including onboarding, role changes and leavers, in line with firm policies and security requirements.
• Assist with new starter inductions by preparing equipment, accounts and access, and providing users with the guidance they need to work effectively.
• Travel to firm offices when required to provide on-site support, complete equipment installations and assist with desk moves or other operational changes.
• Maintain accurate technical documentation, contribute to the team knowledge base and help improve user guides and internal support materials.
• Promote and support compliance with IT policies, security standards and good working practices, reporting risks or breaches promptly.
• Identify recurring issues, suggest service improvements and contribute to changes, system rollouts and IT projects where required.
• Provide support across core business and productivity platforms, including Microsoft 365, Windows desktop services, file sharing solutions, multi-factor authentication tools, case management systems and email security platforms.
• Contribute to end-user education by sharing guidance, promoting best practice and helping colleagues make effective and secure use of technology.

Role Specific Requirements

• A minimum of 2 years’ experience in an IT support, service desk or desktop support role.
• Previous work experience in a professional services, especially legal environment is highly desirable.
• Hands on experience of legal case management system/s is highly desirable.
• Strong customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
• Good working knowledge of Windows desktop operating systems and standard desktop setup, configuration and troubleshooting.
• Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive and SharePoint.
• Working knowledge of Microsoft 365, Entra ID/Active Directory, Exchange and Intune.
• Experience supporting laptops, mobile devices, printers and other end-user hardware.
• Strong troubleshooting, analytical and problem-solving skills.
• Able to manage and prioritise a varied workload in a busy support environment.
• A proactive, positive and team-focused approach, with a willingness to learn and adapt.
• A full clean driving licence and willingness to travel between offices when required.