About Us Our client is a specialist software house providing industry-leading legal case management solutions. With a strong client base and a reputation for quality, they're expanding their support team and looking for a proactive and customer-focused 2nd Line Helpdesk Analyst to join them. The Role As a 2nd Line Helpdesk Analyst, you'll play a key part in delivering high-quality support to their clients. You'll handle a mixture of inbound and outbound queries via email and telephone, helping legal professionals resolve technical issues related to their Microsoft .NET- based software platform. You'll be expected to take ownership of problems, assess and prioritise support tickets effectively, and ensure successful and timely resolutions. Key Responsibilities Provide 2nd line support for client issues via phone and email Troubleshoot and resolve software, database, and basic infrastructure-related issues Escalate more complex issues to the development teams where appropriate Liaise with clients to clarify issues and guide them through resolutions Prioritise workloads to meet SLAs and manage multiple open cases simultaneously Log, track, and document issues and solutions in the helpdesk system and knowledge base Key Requirements Strong problem-solving skills and ability to troubleshoot software and environment issues Ability to prioritise workloads and manage time effectively Clear and professional communication skills, both written and verbal A client-focused mindset with a passion for delivering quality support Desirable Skills & Experience Previous experience in a 1st or 2nd line support role (preferably in a software and professional services environment) Basic understanding of Microsoft SQL Server (queries, connectivity) Familiarity with Windows desktop and server troubleshooting Understanding of networking fundamentals (e.g. IP configuration, DNS, firewalls) Exposure to software built on the Microsoft .NET stack 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