Job Description
We are an established and respected law firm based in Salisbury, providing legal services to private and commercial clients. Technology plays a critical role in supporting our lawyers and support teams, and we are now looking for an experienced and hands-on IT Support Analyst to take ownership of day-to-day IT support across the firm.
This is an excellent opportunity for someone who enjoys working in a professional services environment and wants exposure across 1st, 2nd and 3rd line support within a close-knit organisation of approximately 100+ users.
The Role
You will be the primary point of contact for IT support, ensuring that all staff receive a responsive, reliable and professional service. The role is varied and will suit someone comfortable working across the full support lifecycle — from user queries through to infrastructure and supplier management.
Key responsibilities include:
* Providing 1st line support to users (in person, phone and remote), resolving day-to-day IT issues
* Delivering 2nd line support, including more complex desktop, application and user account issues
* Handling 3rd line support, escalating to and managing third-party suppliers where required
* Supporting and maintaining:
* Windows desktops and laptops
* Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
* Active Directory and user permissions
* Printers, telephony and meeting room technology
* Supporting legal and case management systems (training provided where needed)
* Managing user onboarding and offboarding
* Maintaining documentation, asset registers and basic IT policies
* Assisting with IT projects, upgrades and security initiatives
* Ensuring systems are compliant with legal-sector standards around confidentiality and data protection
About You
You will be a confident and pragmatic IT professional who enjoys supporting non-technical users in a professional environment.
Essential experience:
* Proven experience providing 1st / 2nd line support
* Strong knowledge of Windows environments and Microsoft 365
* Experience supporting users in a professional office environment (legal or professional services desirable)
* Excellent troubleshooting and customer service skills
* Ability to work independently and manage competing priorities
Desirable:
* Experience in a law firm or regulated environment
* Familiarity with legal case management or document management systems
* Basic networking or server support experience
* Awareness of cyber security and data protection best practices
What We Offer
* A stable, long-term role within a respected local law firm
* Broad hands-on responsibility rather than siloed support
* Supportive working environment with direct access to decision makers
* Competitive salary based on experience
* 25 days’ holiday plus bank holidays
* Pension scheme