Technical 1st Line Helpdesk Analyst (Hybrid)

The Role

As a 1st Line Helpdesk Analyst, you'll be the first point of contact for clients, providing friendly, efficient, and professional support. You'll handle a high volume of inbound queries via phone and email, supporting legal professionals with day-to-day technical issues related to their Microsoft .NET–based software platform. You'll be responsible for logging, triaging, and resolving common issues at first contact where possible, ensuring a smooth customer experience and escalating more complex problems to the appropriate teams when required.

Key Responsibilities

• Act as the first point of contact for client support queries via phone and email
• Log, categorise, and prioritise support tickets accurately in the helpdesk system
• Resolve common application, user, and environment-related issues at 1st line
• Perform initial troubleshooting and diagnostics to identify root causes
• Escalate unresolved or complex issues to 2nd line or development teams with clear documentation
• Communicate clearly with clients, setting expectations and providing regular updates
• Ensure SLAs are met by managing workloads effectively and following support processes
• Contribute to the knowledge base by documenting known issues and resolutions

Key Requirements

• Strong customer service and communication skills, both written and verbal
• Ability to follow troubleshooting processes and gather accurate technical information
• Good organisational skills with the ability to prioritise tasks effectively
• A proactive, client-focused mindset with attention to detail
• Willingness to learn and develop technical skills in a software support environment

Desirable Skills & Experience

• Previous experience in a 1st Line Helpdesk or Service Desk role
• Basic understanding of Windows desktop environments and common troubleshooting steps
• Awareness of software applications and SaaS-based platforms
• Familiarity with ticketing systems and ITIL-style support workflows
• Exposure to Microsoft technologies (e.g. Windows, SQL basics, .NET applications) is an advantage but not essential

On Offer

• 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