Support Analyst

4 days ago

Leeds, Leeds, United Kingdom VacantC Legal Recruitment Full time £28,000 - £31,000 per year

£28,000 - £31,000 p/a DOE

Our clients dedication to excellence and a customer-focused approach has made them a trusted partner for legal professionals nationwide. Working alongside their team of passionate and driven individuals provides you with the opportunity to grow, develop, and make a meaningful impact in the legal sector.

They provide practice management software solutions to over 400 firms and 17000 users across the UK. A combination of their software, their people, and their clients has led to the development of software that enables them to help firms do business better. Their experience ensures software development, projects and training are performed with confidence, but it's always their people who make it happen.

THE ROLE

They are seeking a Support Analyst to join their successful Support team. As a Support Analyst, you will provide application support to clients, including day-to-day operation, system navigation, and troubleshooting of issues within the software (must have experience of legal accounting and/or accounting).

Working Pattern & Location

9:00 17:30 Monday to Friday. Hybrid working pattern, 3 days office and 2 days home working.

Location: Bath, Battersea or Leeds (Hybrid)

WHAT YOU WILL BE DOING

  • Action inbound and outbound technical support requests through email, telephone and chat.
  • Develop and maintain an in-depth knowledge of the software.
  • Conduct remote troubleshooting sessions with clients.
  • Meet operational KPI's 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 the 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.

REQUIRED

  • Strong IT skills, including MS Office products.
  • Strong background in accounting.
  • Some experience in a support environment or similar is helpful.
  • Strong problem solving capabilities.
  • Some exposure to programming and SQL basics is advantageous.
  • Some 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.
  • Must have experience in Legal Accounting or Accounting.

Benefits

£28,000 - £31,000 p/a DOE

  • 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.

  • Technical Support Analyst

    2 days ago

    Leeds, Leeds, United Kingdom National Highways Full time

    About the job. National Highways have an excellent opportunity for a Technical Support Analyst (Tier 1) to join our team in Digital Services. The Technical Support Analyst will provide NH office locations with daily onsite support for IT infrastructure, including printers, computers, peripherals and telephone equipment. The Technical Support Analyst will...

  • Technical Support Analyst

    51 minutes ago

    Leeds, Leeds, United Kingdom National Highways Full time

    About the job.National Highways have an excellent opportunity for a Technical Support Analyst (Tier 1) to join our team in Digital Services. The Technical Support Analyst will provide NH office locations with daily onsite support for IT infrastructure, including printers, computers, peripherals and telephone equipment. The Technical Support Analyst will also...

  • Junior Application Support Analyst

    1 week ago

    Leeds, Leeds, United Kingdom System C Full time £25,000 - £35,000 per year

    DescriptionAbout System CAt System C, we create software that helps drive 21st century health and social care in the UK. Using leading-edge technology and data, our systems are trusted by hundreds of health and social care organisations, our work impacts millions of lives every day. What we do matters.What will I be doing?Our Application Support team...

  • Application Support Analyst

    2 days ago

    Leeds, Leeds, United Kingdom Jet2 and Jet2holidays Full time

    AtandJet2holidayswe're working together to deliver an amazing journey, literally We work together to really drive forward a 'Customer First' ethos, creating unforgettable package holidays and flights. We couldn't do it without our wonderful people.As our newApplication Support Analystfor E-commerce, you'll have a major impact on helping us achieve our goal....

  • IT Technical Support Analyst

    2 weeks ago

    Leeds, Leeds, United Kingdom prosource Full time £25,000 - £40,000 per year

    2698 – IT TECHNICAL SUPPORT ANALYST – LEEDS – 16 hours per weekWe have an excellent opportunity for aTechnical Support Analystto join a project office inLeeds on a part-time basis. OurTechnical Support Analystswork across a broad range of technologies and liaise with multiple areas of the business to support incidents, problems and requests. They are...

  • IT Service Desk Analyst

    4 days ago

    Leeds, Leeds, United Kingdom DGH Recruitment Full time £25,000 - £35,000 per year

    IT Service Desk Analyst / 1st Line Support AnalystA fantastic opportunity has arisen for an IT Service Desk Analyst /1st Line Support Analyst to join our Leeds based law firm on a permanent basis.IT Service Desk Analyst / 1st Line Support AnalystSummary:The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service...

  • Release Analyst

    4 days ago

    Leeds, Leeds, United Kingdom Fruition Group Full time £40,000 - £90,000 per year

    **Release AnalystLeeds, West Yorkshire (Hybrid Working)Excellent Benefits Package**A fantastic opportunity for a technically-minded Release Analyst to join a large-scale technology organisation and support the management of non-production environments. This is a hands-on, delivery-focused role where you'll play a key part in ensuring environments are stable,...

  • Customer Support Analyst

    6 days ago

    Leeds, Leeds, United Kingdom DomainSilo Full time £20,000 - £40,000 per year

    Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion,...

  • Business Analyst

    1 week ago

    Leeds, Leeds, United Kingdom Brio Digital Full time £4,800 - £80,000 per year

    Job

  • Deal Desk Analyst

    2 weeks ago

    Leeds, Leeds, United Kingdom Equifax Full time £30,000 - £60,000 per year

    Are you a sharp, analytical professional looking to apply your skills at the heart of a busy commercial team?Equifax is seeking a detail-oriented and commercially-minded Deal Desk Analyst to join our team in either Leeds, Nottingham or London. This is a key role where you will support our commercial success by providing essential analysis, structure, and...