Helpdesk Analyst

LEAP Legal Software UK; Leeds; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in legal technology seeks a Helpdesk Analyst to enhance client support. This role offers the chance to work with innovative software solutions, ensuring legal professionals can operate efficiently. You will be part of a dynamic team, providing crucial support, troubleshooting issues, and maintaining high customer satisfaction. With a hybrid working model and a comprehensive benefits package, this position is ideal for those passionate about technology and client service. Join a forward-thinking company where your contributions will make a real impact in the legal sector.

Benefits

8% Pension Contribution

Private Health Insurance

Life Insurance

Employee Assistance Program

PerkBox Membership

25 Days Holiday Plus Bank Holidays

Free Light Lunch and Snacks

Qualifications

• Experience in legal accounting within a law firm is essential.
• Strong IT skills and problem-solving capabilities are crucial.

Responsibilities

• Provide application support, including troubleshooting SOS software issues.
• Action technical support requests through various channels.

Skills

IT Skills

Problem-Solving

Communication

SQL Basics

Legal Accounting

Tools

Microsoft Office

Windows Server

Job description

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About SOS


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.

About SOS


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 office, and 2 days homeworking.


REPORTS TO


Support Supervisor


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 in-house 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
• Escalation of tickets to other departments, where applicable
• Take part in daily ‘huddles' to establish priorities and roadblocks
• Collaborate with other 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
• Strong IT skills, including MS Office products
• Some experience in a support environment or similar is helpful
• Strong problem-solving capabilities
• Some exposure to programming and SQL basics is advantageous
• Some 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
  
  
  
  

Benefits



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
• Life insurance cover
• Employee Assistance Program
• PerkBox membership
• 25 days holiday (plus 8 bank holidays)
• Free light lunch and snacks
  
  
  
  

More you should know


Discover SOS

Meet our team

Discover more SOS opportunities

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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