First Line Support Analyst (0664)

Licensed sponsor Leeds Full-time Posted 3 hours ago

Are you passionate about IT and delivering a great customer experience? We're looking for a First Line Support Analyst to join our IT Support Team.

The role

This is a great opportunity to build your career in IT support within a busy, customer-focused environment. As a First Line Support Analyst, you'll provide responsive IT support to colleagues across the firm, troubleshoot a wide range of queries and maximise first-contact resolution, while developing your technical knowledge and delivering an excellent experience at every interaction.

This role is office-based. We welcome applicants to be based from any of our Birmingham, Cambridge, Leeds, Manchester, Norwich offices.

The person

Experience in an IT support, service desk or customer service environment, providing support through channels such as telephone, chat, remote support tools and ticketing systems.
Good working knowledge of Microsoft Windows and Microsoft 365, with experience supporting laptops, desktops, mobile devices and printers.
Practical troubleshooting experience, including hardware and software issues, password resets, MFA and permissions, ideally within a fast-paced, SLA-driven environment.
Is customer-focused and an excellent communicator, able to remain calm and professional while providing clear updates and managing expectations.
Is organised, self-motivated and methodical, with the ability to prioritise effectively and take ownership of issues.
Is a proactive and collaborative team player, comfortable working independently, demonstrates excellent attention to detail and keen to learn new technologies, systems and support processes.

The activities

Act as the first point of contact for IT support, responding to requests through telephone, the ITSM portal, chat and walk-up support, with a focus on excellent customer service and timely resolution.
Triage, diagnose and resolve technical issues at first contact wherever possible, supporting Microsoft 365, hardware, software, printers, mobile devices and users remotely across the firm.
Carry out user account and access support, including password resets, MFA, account unlocks, permissions, shared mailboxes and distribution groups.
Take ownership of incidents and service requests, prioritising appropriately, keeping users updated and escalating complex, high-risk or business-critical issues to specialist teams when required.
Support wider service requests, including hardware and software requests and user onboarding, while maintaining accurate ticket information, documentation and asset records.
Promote self-service, knowledge sharing and continuous improvement by maintaining support guidance, identifying opportunities for automation and working in line with the firm's policies, procedures and security standards.

Please ensure you read the job description below for the full list of requirements & responsibilities.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

The Benefits

As you'd expect, we offer a competitive salary and a wide range of benefits. Click here to find out more about our core benefit offering.

Pre employment screening

If we offer you a role, we will conduct comprehensive pre-employment screening. This screening will include, but is not limited to, a basic DBS, verification of your right to work, a three year employment history and a self-declaration to assess your character and suitability for the role. Full details of our pre-screening employment process are available upon request.

Use of AI during the recruitment process

Technology is changing rapidly and we are all increasingly using AI software in our day to day lives, as well as using it to support our learning and professional development.

Here at Mills & Reeve, we embrace the use of technology and AI and we recognise that candidates may use AI tools to support their applications. As a regulated industry, we expect candidates to use such tools responsibly, honestly and in a manner that allows us to make a fair and accurate assessment of their individual skills, experience and suitability for the role.

Please ensure you have thoroughly read the document attached below to understand what we deem acceptable uses of AI.

The firm

At Mills & Reeve, our 1,450 plus people and over 850 lawyers share one vision – achieve more together. It's a state of mind in every client relationship we start and every choice we make. And it's what clients consistently say distinguishes us from your average law firm.

You can expect a close and attentive working relationship with a team that's responsive when you need them. You'll receive advice tailored to your individual needs. Wherever in the world you or your business needs support, we'll draw on our network to give recommendations.

We're driven by our values – we're ambitious, we're open, we care and we collaborate. We embrace new ideas, communicate honestly and are easy to work with. We're committed to you, our planet, our communities and each other.

We've been listed in The Sunday Times Best Places to Work list as one of the best big organisations, and we've recently been reaccredited Platinum Investors in People status – a standard achieved by only 8% of assessed organisations.

And finally

Everyone at Mills & Reeve brings a unique perspective and ideas to the team and we do everything we can to help each person to thrive. We're committed to providing an inclusive and supportive working environment, are happy to consider flexible working arrangements, and want to achieve the right balance for both our people and the firm. We encourage everyone to ask if they feel they need any workplace adjustments, and will do our best to support with these.

To find out more about our diversity and inclusion work, visit our website .