IT Analyst

  • Manchester
  • Permanent
  • £30,000 - £32,000 per annum

IT Analyst – Service Desk Team
We are recruiting for an IT Analyst to join our client’s Service Desk team based at their head office in Manchester, providing support to all of our client’s approximately 750 employees across our Manchester, Liverpool, and London offices.

Role Overview: As an IT Analyst, you and other members of the Service team will be the first point of contact for all users via telephone, email, and face-to-face interactions, using a service desk management system within an agreed SLA. You will assist with the maintenance and support of IT systems and contribute to IT project work as required.

Key Responsibilities:

  • Deliver high-quality technical support across a range of technologies.
  • Troubleshoot hardware and application-specific issues with a hands-on attitude.
  • Respond appropriately to and effectively resolve or escalate user incidents or queries within SLA and KPI timeframes.
  • Take ownership of assigned requests and manage them through to resolution.
  • Perform administrative tasks as required (user and server related).
  • Support and train other team members as needed.
  • Support Windows Desktop 10-11, Citrix XenApp/XenDesktop, Desktop PCs, Terminals, Laptops, Mobile devices, and Printers.
  • Use and support Microsoft Office Suite (Outlook, Teams, Word, and Excel).
  • Provide Local Area Networking support, including local cabling/patching to switches.
  • Primarily based in Manchester but willing to travel to Liverpool and London on rare occasions.
  • Work 35 hours a week during standard business hours (Monday-Friday with rotational shifts between 08:00 and 18:00).
  • Additional paid overtime as part of an out-of-hours rota.

Required Skills and Approach:

  • 1+ years of hands-on IT support experience in a professional services environment.
  • Strong customer service ethic in person, on the telephone, or via digital communication such as email and chat.
  • Ability to manage workloads by applying priorities appropriately or as directed, with discipline.
  • Meticulous attention to detail.
  • Willingness to take ownership of tasks and manage them through to resolution.
  • Proactive, self-motivated, with a continuous improvement mentality.
  • Awareness of data protection and confidentiality principles.
  • Windows Server awareness and Active Directory user configuration experience.
  • Ability to work as part of a team and support other team members.
  • Excellent problem-solving and analysis skills with good attention to detail.
  • Technical understanding of current leading technologies, suppliers, and industry terminology.
  • Microsoft 365 awareness and willingness to gain an appropriate level of expertise in core systems such as iManage and Proclaim.


  • Formal IT qualifications/certifications such as MCSA or multiple MCPs are highly advantageous. Otherwise, actively working towards an entry-level IT certification, such as CompTia A+, MSDST, ITIL Foundation, etc.

Key Performance Indicators (KPIs):

  • Customer service quality.
  • Volume, quality, and speed of resolved incidents and requests.
  • Accuracy.
  • Quality of documentation and knowledge articles produced.
  • Quality of notes created within the Service Management Tool.

Clayton Legal recruits for law firms and In-House departments across the UK. Based in the North west, our pedigree and service levels give those looking to move in the legal market and law firms looking to recruit a refreshingly different recruitment experience. You will work with experienced professionals, dedicated to your success. Take a look at our website for our latest blogs and legal news and to keep up to date with current vacancies.

For an initial discussion, please contact Anri at

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