Ingot Legal Recruitment

Technical 1st Line Helpdesk Analyst

Ingot Legal Recruitment

full-time

Posted on:

Location Type: Hybrid

Location: Oakham • United Kingdom

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Tech Stack

.NETSQL

About the role

  • 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

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingdiagnosticsticketing systemsWindowsSQL.NET applications
Soft skills
customer servicecommunicationorganisational skillsprioritisationattention to detailproactive mindset