IT Support Analyst

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.

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

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

• 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