Legal Helpdesk Analyst

LEAP Legal Software UK; 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. The role involves providing application support, troubleshooting issues, and ensuring customer satisfaction. Candidates should have experience in legal accounting and strong IT skills, with a commitment to exceptional service.

Benefits

8% pension contribution

Private health insurance

Life insurance cover

Employee Assistance Program

PerkBox membership

25 days holiday plus 8 bank holidays

Free light lunch and snacks

Qualifications

• Prior experience in legal accounting within a law firm is essential.
• Experience in a support environment or similar is helpful.
• Ability to deal with ambiguity and think clearly under pressure.

Responsibilities

• Action inbound and outbound technical support requests through email, telephone, and chat.
• Conduct remote troubleshooting sessions with clients.
• Meet operational KPIs including Customer Satisfaction and Response Time.

Skills

IT skills

Problem-solving

Communication

Tools

MS Office

SQL

Windows Server

Job description

1 day ago Be among the first 25 applicants

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'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 in the office, and 2 days homeworking.

Reports To

Support Supervisor

Responsibilities

• 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 clients are kept updated on the progress of their calls 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.
• Strong IT skills, including MS Office products.
• 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 exceptional service.
• Ability to think clearly under pressure.
• Ability to deal with ambiguity.

Benefits

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

Explore the role further

Discover SOS

Meet our team

Discover more SOS opportunities

Additional Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting