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- Tasks: Provide technical support for SOS software, troubleshoot issues, and assist clients via various communication channels.
- Company: Join LEAP Legal Software UK, a trusted partner for legal professionals with innovative software solutions.
- Benefits: Enjoy hybrid working, competitive salary, private health insurance, 25 days holiday, and more perks.
- Why this job: Make a meaningful impact in the legal sector while growing your skills in a supportive team environment.
- Qualifications: Prior experience in legal accounting is essential; strong IT skills and problem-solving abilities are a plus.
- Other info: Work in a vibrant Leeds office with opportunities for remote work and professional development.
The predicted salary is between 30000 - 42000 £ per year.
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.
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, and 2 days remote.
Reports To: Support Supervisor
Requirements:
- 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 in our support system
- Handle client queries on 3rd party integration issues (e.g., with Microsoft Word/Outlook)
- Attend all Learning & Development training sessions and complete assessments
- Communicate promptly, clearly, effectively, and accurately with clients and internal teams
- Escalate tickets to other departments when necessary
- 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 skills
- Exposure to programming and SQL basics is advantageous
- Experience with Windows Server infrastructure is beneficial
- Enjoy helping and resolving client issues
- Confident communicator, able to interact effectively with clients and team members
- Dedicated and committed to providing exceptional service
- Ability to think clearly under pressure
- Ability to handle ambiguity
Benefits:
- Alongside a competitive salary, we offer an excellent benefits package:
- SOS contributes 8% of your qualifying salary to your pension
- Private health insurance, including optical and dental
- Life insurance coverage
- 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.
Helpdesk Analyst employer: LEAP Legal Software UK
Contact Detail:
LEAP Legal Software UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Analyst
✨Tip Number 1
Familiarise yourself with the SOS software and its features. Understanding the product inside out will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your problem-solving skills by practising common troubleshooting scenarios. Being able to showcase your analytical thinking during discussions can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of LEAP Legal Software. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach.
✨Tip Number 4
Prepare to discuss your experience in legal accounting and how it relates to the Helpdesk Analyst role. Highlighting relevant experiences will show that you understand the industry and its specific needs.
We think you need these skills to ace Helpdesk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Helpdesk Analyst at LEAP Legal Software. Familiarise yourself with the specific skills and experiences they are looking for, such as technical support, problem-solving abilities, and knowledge of legal software.
Tailor Your CV: Customise your CV to highlight relevant experience in IT support, particularly in a legal context. Emphasise your strong IT skills, any experience with SQL or programming, and your ability to communicate effectively with clients.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully resolved client issues in the past and how your background aligns with the values of LEAP Legal Software.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a role in support.
How to prepare for a job interview at LEAP Legal Software UK
✨Know the SOS Software Inside Out
Familiarise yourself with the SOS software and its features before the interview. Understanding how it works and being able to discuss its functionalities will show your commitment and readiness for the role.
✨Demonstrate Your Problem-Solving Skills
Prepare examples of past experiences where you successfully resolved technical issues or client queries. Highlighting your problem-solving abilities will be crucial, as this role heavily relies on troubleshooting.
✨Communicate Clearly and Effectively
Practice articulating your thoughts clearly, as effective communication is key in a Helpdesk Analyst position. Be ready to demonstrate how you would explain complex technical issues to clients who may not be tech-savvy.
✨Show Enthusiasm for Customer Service
Express your passion for helping clients and providing exceptional service. Share any relevant experiences that showcase your dedication to customer satisfaction, as this aligns with the company's values.
