Legal Helpdesk Analyst - #1723704

# Legal Helpdesk Analyst*

• Hybrid*


• SupportFull timeLeeds, England, United Kingdom## Description*


• 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.

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• 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.

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• Working Pattern & Location*


• 09:00 – 17:30 Monday to Friday, Leeds office.

Hybrid working pattern, 3 days office, and 2 days homeworking.

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• REPORTS TO*


• Support Supervisor## Requirements*


• What you'll do 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 that clients are kept up to date with the progress of their call(s) and maintain a full call history of actions taken in our in-house 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


• Escalation of tickets to other departments, where applicable


• Take part in daily ‘huddles’ to establish priorities and roadblocks


• Collaborate with other 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 an exceptional service


• Ability to think clearly under pressure


• Ability to deal with ambiguity## Benefits*


• What you'll get*


• On top of a competitive salary, we also 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**