Helpdesk Technician

We are looking for a Support Analyst to join our high-performing Support Team. In this role, you’ll deliver accounts-related support to clients, assisting with daily operations, navigating systems, and resolving issues within the SOS software.

Requirements

What you’ll do

• Respond to client support requests by email, phone and chat, and follow up proactively where needed.
• Build a thorough understanding of the software you support and guide clients through remote troubleshooting.
• Work towards service targets for customer satisfaction, response time, first contact resolution and average handling time.
• Keep accurate ticket records, including troubleshooting steps and clear instructions for reproducing issues that need escalation.
• Keep clients informed of progress and maintain a complete history of actions in the support system.
• Help clients resolve issues involving third-party applications, such as Microsoft Word and Outlook.
• Escalate tickets to the appropriate teams and communicate clearly with clients and colleagues throughout.
• Attend training, complete related assessments and contribute to daily team huddles.
• Work with colleagues to analyse requirements for new features and functionality.

• Previous experience providing first-line technical support.
• Strong IT skills, including confidence with Microsoft Office applications.
• Clear communication skills and a commitment to excellent client service.
• A calm, solutions-focused approach to problem-solving, even when priorities or information are unclear.
• The ability to make sound decisions under pressure and work effectively with colleagues.

Desirable

• Experience working in a legal practice.
• Knowledge of Liberate software.

What you’ll get

Career Development

• Generous professional development fund to support your growth.
• Ongoing opportunities for training, learning and career progression.

Health & Wellbeing

• Private health insurance, including dental and optical cover.
• £80 monthly contribution towards your gym membership.
• Access to our Employee Assistance Programme.
• Life insurance cover for added peace of mind.

Financial Benefits

• 8% employer pension contribution.
• PerkBox membership, giving you access to a range of discounts and rewards.
• Cycle to Work scheme.
• Access to LEAP Home, our unique programme designed to support you in purchasing your primary residence.

Time Off

• 25 days’ annual leave, plus 8 bank holidays.
• Enhanced parental leave.
• One paid volunteer day each year to support a charity of your choice.

Our Work Environment

• A friendly, supportive and ambitious culture.
• Free healthy breakfast, light lunch and snacks.
• Regular team socials and opportunities to connect with colleagues.

More you should know

Discover SOS

Meet our team

Discover more SOS opportunities

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.