The Role
As a 1st Line Helpdesk Analyst, you'll be the first point of contact for clients, providing friendly, efficient, and professional support. You'll handle a high volume of inbound queries via phone and email, supporting legal professionals with day-to-day technical issues related to their Microsoft .NET–based software platform. You'll be responsible for logging, triaging, and resolving common issues at first contact where possible, ensuring a smooth customer experience and escalating more complex problems to the appropriate teams when required.
Key Responsibilities
* Act as the first point of contact for client support queries via phone and email
* Log, categorise, and prioritise support tickets accurately in the helpdesk system
* Resolve common application, user, and environment-related issues at 1st line
* Perform initial troubleshooting and diagnostics to identify root causes
* Escalate unresolved or complex issues to 2nd line or development teams with clear documentation
* Communicate clearly with clients, setting expectations and providing regular updates
* Ensure SLAs are met by managing workloads effectively and following support processes
* Contribute to the knowledge base by documenting known issues and resolutions
Key Requirements
* Strong customer service and communication skills, both written and verbal
* Ability to follow troubleshooting processes and gather accurate technical information
* Good organisational skills with the ability to prioritise tasks effectively
* A proactive, client-focused mindset with attention to detail
* Willingness to learn and develop technical skills in a software support environment
Desirable Skills & Experience
* Previous experience in a 1st Line Helpdesk or Service Desk role
* Basic understanding of Windows desktop environments and common troubleshooting steps
* Awareness of software applications and SaaS-based platforms
* Familiarity with ticketing systems and ITIL-style support workflows
* Exposure to Microsoft technologies (e.g. Windows, SQL basics, .NET applications) is an advantage but not essential
On Offer
* Competitive salary DOE
* A supportive and friendly team environment
* Training and development opportunities
* Exposure to a variety of technologies and real-world client scenarios
* The chance to make a real difference in a growing tech company