Job Description

Taylor Wessing
Taylor Wessing is a global law firm that serves the world's most innovative people and businesses. Deeply embedded within our sectors, we work closely together with our clients to crack complex problems, enabling ideas and aspirations to thrive. Together we challenge expectation and create extraordinary results. By shaping the conversation in our sectors, we enable our clients to unlock growth, protect innovation and accelerate ambition.
With 1200+ lawyers, 300+ partners, 28 offices and 17 jurisdictions we are looking to expand our IT Services team, with the addition of a IT Support Analyst.
The opportunity for you
This role will be within our IT Services Team and will report to the Service Desk Manager.
A IT Support Analyst is required to join our team in Liverpool and provide IT support to our 800+ UK user base. This is an exciting and varied role and will offer support across a wide range of IT services including Microsoft Office 365 and various legal-specific applications. You will be working in a fast-paced environment, where each day brings new challenges. The Desktop Support team is responsible for providing world-class support for all of our legal and business services teams.
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 agreed Service Level Agreements (SLAs).

• Incident Logging and Management

• Log all incidents, requests and problems accurately into the IT Service Management system.
• Monitor open tickets to ensure timely progress updates and resolutions.

• Ownership & Escalation

• Taking ownership of technical issues and seeing them through to resolution or escalating when appropriate.
• Collaborate with senior analysts and other technical teams for complex issue resolution.

• Stakeholder Engagement & Relationship Building

• Build strong relationships with internal users across all business levels.
• Engage in proactive floor-walking to provide visible and accessible support.

• Subject Matter Expertise - Serve as a go-to expert for specific IT processes and contribute to maintaining accurate team documentation.
• Project & Change Support - Support IT and business projects by participating in rollouts, testing, and implementing changes.
• Service Improvement & Collaboration - Drive service enhancements by contributing ideas, participating in reviews, and learning from incidents.
• JML (Joiners, Movers, Leavers) - Ensure timely and accurate onboarding and offboarding, including access setup and welcome activities.
• Delivering ExcellenceProvide proactive, high-quality support with strong communication and full ownership of user issues.

Knowledge, skills and experience

• Minimum 2 years' experience working as a Desktop Support/ Service Desk Analyst.
• Strong knowledge of Microsoft Office 365.
• Good experience of working with Windows 11.
• MS Exchange experience.
• iManage or alternative document management system knowledge would be an advantage.
• Understanding of Active Directory.
• Knowledge of ITIL framework.
• Excellent team player, positive and collaborative.
• Ability to communicate effectively both within the team and people at all levels across the firm.
• Excellent call handling and problem-solving skills.
• Willingness to learn and develop within a busy support environment.
• Strong customer service skills.
• Able to work well under pressure.
• Law firm or professional services experience would be an advantage.

Benefits
Here are a select few benefits that Taylor Wessing offer;

• Hybrid working (Offering the opportunity to work remotely, while maintaining a social boundary by working from our award-winning offices for 3 days a week)
• Holiday (Our basic annual holiday entitlement starts at 25 days, with a further discretionary day of paid leave in December. You may also purchase up to five extra days each year (pro rata).
• Enhanced Maternity and Paternity leave (After one-year service, you are entitled to up to 26 weeks leave full pay if you or your partner give birth or adopt a child).

Along with these there are many more benefits we offer, with the addition of a comprehensive flexible benefits package available.
Our culture
Nurturing a diverse, inclusive culture allows all of our talent to flourish, sparks creativity and powers innovation. We continue to build a team that exemplifies inclusivity and reflects the firm's core values: creative, excellence, integrity, responsible, respect and team. We value and celebrate the differences in who we are, what we have experienced and how we think, so all candidates will be treated fairly regardless of age, caring responsibilities, disability, gender identity, marital status, neurodiversity, pregnancy, race, religion or belief, sex, sexual orientation and socio-economic background.
The way we work
At Taylor Wessing, we never settle for average. We're creative thinkers, problem solvers and continuous learners who excel at what we do and believe our best work is still ahead of us. We are a firm that's large enough for you to achieve your ambitions, but connected enough to be a true community.

Skills Required