Legal Helpdesk Analyst

TN United Kingdom; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading legal software provider is seeking a Legal Helpdesk Analyst to join their support team in Leeds. This role involves providing application support, troubleshooting issues, and ensuring client satisfaction. The ideal candidate will have prior legal accounting experience and strong problem-solving skills, with a focus on delivering exceptional service. The position offers a hybrid working pattern and a competitive salary with excellent benefits.

Benefits

8% pension contribution

Private health insurance

Qualifications

• Experience in a support environment or similar is helpful.
• Strong problem-solving capabilities.
• Confident communicator with clients and team members.

Responsibilities

• Provide application support to clients and troubleshoot issues.
• Action inbound and outbound technical support requests.
• Maintain knowledge of SOS software and meet operational KPIs.

Skills

Problem-solving

Communication

Education

Prior experience in legal accounting

Tools

SQL basics

Windows Server infrastructure

Job description

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As part of the LEAP group, our dedication to excellence and customer-focused approach has made us a trusted partner for legal professionals nationwide. Working alongside our team of passionate and driven individuals provides you with the opportunity to grow, develop, and make a meaningful impact in the legal sector.

At SOS, our passion for advancing legal technology has made us a leading provider of legal software solutions. With decades of experience, we deliver innovative, reliable, and user-friendly software that enhances efficiency and ensures compliance, ultimately helping law firms streamline their operations. Our Practice Management software is widely recognised across the profession, and our customisable solutions empower firms to work in the way that best suits their needs.

The role

We’re looking for a Legal Helpdesk Analyst to join our high-performing Support team. In this role, you’ll provide application support to our clients, assisting with daily operations, guiding users through system navigation, and troubleshooting issues within the SOS software.

Working Pattern & Location

09:00 – 17:30 Monday to Friday, Leeds office.

Hybrid working pattern, 3 days office, and 2 days homeworking.

Reports To

Details to be provided.

Requirements

What you'll do

• Action inbound and outbound technical support requests through email, telephone, and chat.
• Develop and maintain an in-depth knowledge of SOS software.
• Conduct remote troubleshooting sessions with clients.
• Meet operational KPIs including Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR), & Average Handling Time (AHT).
• Record detailed information for calls requiring further escalation, including step-by-step reproduction of the issue.
• Ensure that clients are kept up to date with the progress of their call(s) and maintain a full call history of actions taken in our support system.
• Deal with client queries on 3rd party integration issues (e.g., with Microsoft Word/Outlook).
• Attend all Learning & Development training sessions and complete related assessments.
• Communicate promptly, clearly, effectively, and accurately with clients and internal teams.
• Escalate tickets to other departments when applicable.
• Participate in daily ‘huddles’ to establish priorities and address roadblocks.
• Collaborate with key personnel to provide Business Analysis around new features/functions.

What you'll bring

• Prior experience in legal accounting within a law firm is essential.
• Experience in a support environment or similar is helpful.
• Strong problem-solving capabilities.
• Exposure to programming and SQL basics is advantageous.
• Experience with Windows Server infrastructure is advantageous.
• Enjoy helping and resolving issues with clients.
• A confident communicator - able to communicate effectively with clients and team members.
• Dedicated and committed to providing an exceptional service.
• Ability to think clearly under pressure.
• Ability to deal with ambiguity.

What you'll get

On top of a competitive salary, we also offer an excellent benefits package:

• SOS pays 8% of your qualifying salary into your pension.
• Private health insurance, including optical and dental.