> Markdown version of [/jobs/ext/3059029-helpdesk-technician](https://www.wearedevelopers.com/jobs/ext/3059029-helpdesk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Helpdesk Technician

- **Company:** LEAP Legal Software
- **Location:** Bath, UK
- **Salary:** £30,000.0 - £34,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Outlook, Microsoft Office
- **Published:** September 25, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5897089959

## About the Role

* 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.

## Description

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.


## Related Videos

- [Fireside Chat with Lea](https://www.wearedevelopers.com/videos/551-fireside-chat-with-lea)
- [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com)
- [Claude, MCP and n8n, or: How to Automate Your Day with AI-powered Workflows](https://www.wearedevelopers.com/videos/2043-claude-mcp-and-n8n-or-how-to-automate-your-day-with-ai-powered-workflows)
- [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system)
- [Oh S***! There's a New Accessibility Law and I'm Not Ready!](https://www.wearedevelopers.com/videos/1671-oh-s-there-s-a-new-accessibility-law-and-i-m-not-ready)

## Related Articles

- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette)
- [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)
- [The Best Co-Working Spaces in London](https://www.wearedevelopers.com/magazine/296-the-best-co-working-spaces-in-london)