Helpdesk Analyst

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

Job summary

Join a forward-thinking company as a Helpdesk Analyst, where your expertise in legal technology will help clients navigate and troubleshoot software issues. This role offers a unique opportunity to work in a hybrid environment, balancing office and home working while contributing to a dedicated support team. With a commitment to innovation and excellence, you will play a vital role in enhancing client satisfaction and operational efficiency. If you are passionate about problem-solving and providing exceptional service, this position is perfect for you.

Benefits

8% pension contribution

Private health insurance

Optical and dental coverage

Qualifications

• Prior experience in legal accounting within a law firm is essential.
• Strong problem-solving skills and effective communication are key.

Responsibilities

• Provide application support and troubleshoot issues within SOS software.
• Action inbound and outbound technical support requests through various channels.

Skills

Problem-solving skills

Effective communication

Technical support

SQL basics

Education

Experience in legal accounting

Tools

Windows Server

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 are seeking a Helpdesk Analyst to join our successful Support team. As a Helpdesk Analyst, you will provide application support to our clients, including day-to-day operation, 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 in the office, 2 days homeworking.

Reports To

[Insert reporting line here]

Requirements

What you'll do

1. Action inbound and outbound technical support requests through email, telephone, and chat
2. Develop and maintain an in-depth knowledge of SOS software
3. Conduct remote troubleshooting sessions with clients
4. Meet operational KPIs including Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR), & Average Handling Time (AHT)
5. Record detailed information for calls requiring further escalation, including step-by-step reproduction of the issue
6. Ensure 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
7. Deal with client queries on 3rd party integration issues (e.g., with Microsoft Word/Outlook)
8. Attend all Learning & Development training sessions and complete related assessments
9. Communicate promptly, clearly, effectively, and accurately with clients and internal teams
10. Escalate tickets to other departments when applicable
11. Participate in daily ‘huddles’ to establish priorities and address roadblocks
12. 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
• Some support environment or similar experience is helpful
• Strong problem-solving skills
• Exposure to programming and SQL basics is advantageous
• Experience with Windows Server infrastructure is advantageous
• Enjoy helping and resolving client issues
• Effective communication skills with clients and team members
• Dedicated and committed to providing exceptional service
• Ability to think clearly under pressure
• Ability to handle ambiguity

What you'll get

Along with a competitive salary, we offer an excellent benefits package:

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