IT Support Analyst

Vacancy ID




Preferred location

Vacancy type

Business Services
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The role

This role is to provide a full helpdesk and IT support service to all staff, primarily focusing on the staff in the Norwich Office but also providing remote support to staff in Birmingham, Cambridge, London, Manchester and Leeds Offices.

The person

Given the challenges of this role, it is likely that your background and experience will have:Experience of working in an IT Helpdesk environment,awareness of data networking, patching, audio/visual systems andfamiliar with workings of laptops, PC hardware, MFDs

The role additionally requires someone who:

Is self-managed and confident in setting and prioritising their own work agenda. Meeting targets and fulfilling agreements even when adverse circumstances prevail,Is able to work independently, often on-site on their own, having frequent catch-ups with their line manager over Microsoft Teams.Is willing to travel to other sites, should the need arise,is willing to work out of hours, sometimes on-site,Has excellent written as well as verbal communication skills and so is able to demonstrate that they can convey complex matters in a way that different audiences can understand,is confident and able to build sustainable relationships with clients, lawyers and internal colleagues,Is organised and methodical in how they approach their work.Has excellent attention to detail. Understanding and keeping the users needs continually in mind when taking actions or making decisions.

The activities

- Carries out all routine tasks associated with operating and controlling the installed hardware and software including general maintenance, unpacking, installing, cleaning and testing of hardware. This may include multiple hardware and software platforms.- Carries out required monitoring, logging and reporting tasks, taking action on known or moderately complex problems and advising supervisor when specialist attention is required.- Accepts data, media consumables and other items required for the processing of work, and takes responsibility for the movement, storage and despatch of such items as required.- Assists with asset management, including the unpacking of equipment, disposal of packaging, secure data destruction, and generally keeping the IT areas clear and tidy.- Responds to enquiries from users and others and takes appropriate action within defined limits of responsibility to deal with processing of priorities, running tests or facilitating and overseeing installation, removal, upgrading and repair of equipment.- Instructs less experienced colleagues in the execution of routine tasks, particularly those tasks or procedures that relate to malfunction, safety and security ensuring that all clerical and administrative procedures are completed correctly.- Assisting in the support and maintenance of the firms core IT infrastructure, including PCs and their operating systems, office and inter-office data networks, external/Internet network connections, and telephone systems.- Assisting in the maintenance of the firms application software systems including the Microsoft Office suite, Practice Management System, Interaction CRM system, M&R Desktop, Interwoven Worksite document management system etc.- Configuration of directories and user distribution lists.- Assisting the IT Services Manager with the installation (or modification to) computer hardware, peripherals, cabling and software.- Answering the telephone promptly in a helpful and friendly manner, to ensure that user queries are answered, or that messages are taken and transmitted them to the appropriate person.- Assisting with the set-up of meeting room AV / presentation systems and working with our facilities teams to ensure meetings run smoothly.
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As you would expect, the firm offers a generous salary and benefits. Everyone has different priorities and preferences, so at Mills & Reeve you can choose the benefits that appeal to you. From buying holiday and undergoing health screening to leasing a bicycle – the choice is yours.

Our core benefits are:

  • Equal all staff bonus based on the firm’s financial performance
  • Generous pension including the option to salary sacrifice
  • Five weeks' annual leave and the option to buy or sell a week each year
  • Extra day of leave for wedding/civil partnership, religious holiday and house moving
  • Bonus week leave every 11th year of continuous service
  • Enhanced maternity, paternity and adoption pay
  • Income protection after two years’ service
  • Life assurance with the choice of covering between two and 10 times annual basic salary
  • Confidential employee assistance programme providing guidance on every day issues to more complex matters and both telephone and face to face counselling.

More information can be found here.


The firm

What really sets Mills & Reeve apart from other law firms is the way we work with our clients. We understand that clients, in the 21st century, no longer want a traditional law firm – they want one that embraces forward thinking approaches to service, billing, commercial know-how, innovation, people management and community engagement. 

Pre-employment screening

Please note that, in the event that we make an offer of employment, we will conduct pre-employment screening that includes checks relating to your professional and academic qualifications, references from previous employers, your eligibility to work in the UK and any disciplinary history recorded with the Solicitors Regulation Authority (SRA). You will also be required to complete a self-declaration to assess your character and suitability

And finally

Mills & Reeve is committed to building a diverse workforce and fostering an inclusive environment in which all our people can thrive. We hire people from a wide variety of backgrounds because it makes our firm stronger, and we have a collaborative culture that celebrates different perspectives and values respect for one another, working together, and openness and integrity. Our approach to flexible working means that we work in a way that achieves the right balance for our people, our clients and for our business.

The launch of the Mills & Reeve BAME and Allies Network
Mills & Reeve interviewed nearly 100 clients asking what they wanted from their law firm. Claire Clarke talks about the results and how it is shaping our 2025 strategy.
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