Helpdesk Technician

LEAP Wealth

. Respond to client support requests by email, phone and chat, and follow up proactively where needed.

Posted 9/25/2026full-timeBath • United KingdomMid-LevelSenior💰 £30,000 - £34,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in first-line technical support, with strong IT skills in Microsoft Office applications and a commitment to excellent client service. Proficient in troubleshooting and maintaining accurate ticket records while effectively communicating with clients and colleagues.

Highest-signal resume keywords

First-Line Technical SupportMicrosoft Office ApplicationsClient CommunicationTroubleshooting SkillsLegal Practice Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingTicket ManagementService TargetsClient Issue Resolution

Soft Skills

Clear CommunicationProblem-SolvingDecision-Making Under PressureTeam CollaborationClient Service Commitment

Tools & Technologies

Microsoft WordMicrosoft OutlookLiberate Software

Industry Keywords

Legal PracticeClient SupportService Level AgreementsRemote Troubleshooting

About the role

Key responsibilities & impact

Respond to client support requests by email, phone and chat, and follow up proactively where needed.
Build a thorough understanding of the software supported 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 appropriate teams and communicate clearly with clients and colleagues.
Attend training, complete related assessments and contribute to daily team huddles.
Work with colleagues to analyse requirements for new features and functionality.

Requirements

What you’ll need

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.
Experience working in a legal practice (desirable).
Knowledge of Liberate software (desirable).

Benefits

Comp & perks

Generous professional development fund to support your growth.
Ongoing opportunities for training, learning and career progression.
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.
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.
25 days’ annual leave, plus 8 bank holidays.
Enhanced parental leave.
One paid volunteer day each year to support a charity of your choice.
A friendly, supportive and ambitious culture.
Free healthy breakfast, light lunch and snacks.
Regular team socials and opportunities to connect with colleagues.