Direct message the job poster from LEAP Legal Software UK
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 in the office, and 2 days remote.
REPORTS TO
Support Supervisor
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 updated on the progress of their calls and maintain a full call history in our support system
7. Handle client queries on 3rd party integration issues (e.g., with Microsoft Word/Outlook)
8. Attend all Learning & Development training sessions and complete assessments
9. Communicate promptly, clearly, effectively, and accurately with clients and internal teams
10. Escalate tickets to other departments when necessary
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
* 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
What you'll get
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
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
#J-18808-Ljbffr