IT Support and Training Analyst

We are seeking a friendly, confident and proactive IT Support and Training Analyst to join our IT team. This is a people-facing role, ideal for someone who enjoys helping others, building confidence in technology and internal processes, and supporting positive change across the firm.

You will play a key role in helping our teams adopt new systems and ways of working. Working closely with departments across the firm, you will deliver onboarding and rollout training, support process improvement, and help embed best practice so that technology supports how people work day-to-day.

As a member of our IT Support Desk, this role is intentionally blended. Alongside training and adoption activity, you will contribute to day-to-day IT support, working across first line and appropriate second line queries to maintain service levels within a small IT team. You will also support IT projects and change initiatives, working closely with the Head of IT to help deliver and embed new systems and improvements across the firm.

What will the role involve?

·       Delivering tailored training on IT systems, legal applications and internal processes, both one-to-one and in group settings.

·       Supporting onboarding and induction training for new starters, including core systems and firmwide processes.

·       Creating, maintaining and improving training materials, user guides and reference documentation.

·       Supporting colleagues with system usage and process-related queries, providing guidance, troubleshooting issues, and identifying inefficiencies.

·       Working as part of the IT Support Desk, contributing to day-to-day first line support and appropriate second line queries within a small IT team.

·       Working with Heads of Department to understand workflows and processes to promote consistent use of best practice.

·       Playing an active role in IT and business change initiatives and project rollouts, supporting the Head of IT with delivery and adoption activity.

·       Monitoring system and process usage to proactively identify training needs or areas for improvement.

·       Helping to develop and support ‘super users’ across the firm to encourage local ownership and engagement.

What we need/why you should apply!  We would love to hear from you if you:

·       Have a solid working knowledge of IT systems, with strong Microsoft 365 and Office experience.

·       Enjoy working with people and are comfortable supporting colleagues in person, over the phone and remotely.

·       Have excellent communication skills and can adapt your approach to suit different audiences.

·       Have a proactive and inquisitive mindset, with the confidence to challenge and improve processes in a constructive and collaborative way.

·       Are comfortable delivering training sessions and producing clear, user-friendly guidance materials.

·       Have experience supporting change initiatives, system rollouts or process improvements.

·       Can balance multiple priorities while maintaining a high standard of service.

·       You drive, and are willing and able to travel regularly to our different offices.

What You’ll Get

You will join a well-established, friendly IT team within a respected mid-sized law firm. This is a varied and hands-on role where you will work closely with the Head of IT and colleagues across the firm, take ownership of key activities, and make a meaningful impact on how technology and processes support legal service delivery.

Harrowells really is a great place to work. We have a great culture and pride ourselves in not only doing a great job for our clients but also enabling our teams to have the work / life balance they deserve. In addition to that we can offer:

Harrowells has a strong culture and prides itself on supporting both excellent client service and a healthy work life balance. In addition, we offer:

·       A competitive salary

·       Flexible and hybrid working

·       A clear progression framework with individual career and development plans

·       Wellbeing support

·       A great social scene

·       A range of benefits including pension, life cover, enhanced maternity and paternity pay, health cash plan, staff discounts, competitive holiday entitlement including a day off for your birthday, and a cycle to work scheme 

If you are interested in the role, or even an informal chat to find out more, please email Careers@harrowells.co.uk.