2nd Line Helpdesk Analyst (Hybrid)

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

Job summary

A leading software house in Oakham is seeking a proactive 2nd Line Helpdesk Analyst to join their expanding support team. This role involves delivering high-quality support to clients, troubleshooting technical issues related to their Microsoft .NET-based software platform, and ensuring timely resolutions. Ideal candidates will have strong problem-solving skills, previous support experience, and a client-focused mindset.

Qualifications

• Strong problem-solving skills and ability to troubleshoot software issues.
• Clear and professional communication skills, both written and verbal.
• Previous experience in a 1st or 2nd line support role.

Responsibilities

• Provide 2nd line support for client issues via phone and email.
• Troubleshoot and resolve software, database, and basic infrastructure-related issues.
• Log, track, and document issues and solutions in the helpdesk system.

Skills

Problem-solving

Communication

Client-focused mindset

Education

Experience in 1st or 2nd line support role

Tools

Microsoft SQL Server

Windows desktop and server

Job description

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2nd Line Helpdesk Analyst (Hybrid), Oakham

Client: VacantC Legal Recruitment

Location: Oakham, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: f47c9331ef68

Job Views: 3

Posted: 23.05.2025

Expiry Date: 07.07.2025

Job Description:

About Us

Our client is a specialist software house providing industry-leading legal case management solutions. With a strong client base and a reputation for quality, they're expanding their support team and looking for a proactive and customer-focused 2nd Line Helpdesk Analyst to join them.

The Role

As a 2nd Line Helpdesk Analyst, you'll play a key part in delivering high-quality support to their clients. You'll handle a mixture of inbound and outbound queries via email and telephone, helping legal professionals resolve technical issues related to their Microsoft .NET-based software platform.

You'll be expected to take ownership of problems, assess and prioritise support tickets effectively, and ensure successful and timely resolutions.

Key Responsibilities

• Provide 2nd line support for client issues via phone and email
• Troubleshoot and resolve software, database, and basic infrastructure-related issues
• Escalate more complex issues to the development teams where appropriate
• Liaise with clients to clarify issues and guide them through resolutions
• Prioritise workloads to meet SLAs and manage multiple open cases simultaneously
• Log, track, and document issues and solutions in the helpdesk system and knowledge base

Key Requirements

• Strong problem-solving skills and ability to troubleshoot software and environment issues
• Ability to prioritise workloads and manage time effectively
• Clear and professional communication skills, both written and verbal
• A client-focused mindset with a passion for delivering quality support
• Previous experience in a 1st or 2nd line support role (preferably in a software and professional services environment)
• Basic understanding of Microsoft SQL Server (queries, connectivity)
• Familiarity with Windows desktop and server troubleshooting
• Understanding of networking fundamentals (e.g., IP configuration, DNS, firewalls)
• Exposure to software built on the Microsoft .NET stack