LawWare Helpdesk Support Vacancy

LawWare Helpdesk Support VacancyLawWare Helpdesk Support Specialist

Location Edinburgh (the candidate must live within commuting distance of Edinburgh).


As a Paralegal, Legal Cashier, Legal Admin or a Cashroom Assistant working in a law firm, you may have had experience or even an interest in a support or training role within the software industry.

If so…this may be your chance to combine your legal experience with your interests and carve out a career initially within Software Support but with the longer term aim of moving into a training or perhaps more technical role.

The Company

Founded over 2 decades ago this is a rare opportunity to join a company that has worked hard to become a leading provider within their sector. LawWare now supplies software to over 400 law firms in the UK over 1/3 of all law firms in Scotland use its Practice Management Software. This latest vacancy aims to continue this growth and reputation by supporting its products further.

The Role

Below is an outline of the duties that you would be aiming to carry out once you are up to speed. Initially there would be an induction including training in place that would allow you to utilise your legal knowledge and apply it to the below responsibilities. Therefore, you are not expected to know of or have done all of the below before.

Service Excellence

  • Provide a first-rate customer service through the help desk, recording and tracking all problems and raising the necessary Support Tickets.
  • Resolve issues and requests where possible, such as simple problem determination and quick fix solutions using the Knowledge Base and User Guides.
  • Set up and maintain new databases for clients.
  • Liaise with Support team if an issue cannot be resolved, and escalate to the Helpdesk Supervisor to seek timely resolution.
  • Use diagnostic skills to establish issues relating to servers and resolve to satisfaction, minimising business impact ensuring service levels are maintained throughout.
  • Test resolution to ensure that issue is fully resolved for the end user, reporting any concerns or risks to the relevant team.
  • Maintain own Professional Development and ensure awareness of product best practice to continuously improve service.

Business Support

  • Provide support to set up new users as required.
  • Provide general support to the Implementations Manager as required.
  • Resolve IT administration issues as necessary, such as user permissions, printing issues, email tracking.
  • Maintain support materials and Knowledge Base to ensure that all Helpdesk users are familiar with reference material to support client queries.
  • Provide knowledge and expertise in company products and software.
  • Administer the helpdesk systems ensuring all Client details are accurate and up to date.

Managing Relationships

  • Develop and maintain relationships with clients, to develop a full understanding of client expectations and to ensure service levels meet those expectations.
  • Attend, participate and contribute to team meetings ensuring that appropriate up to date information is communicated and acted upon.
  • Demonstrate “adding value” to relationships with clients.
  • Anticipate and fulfil client needs in a successful manner.
  • Develop and maintain relationships with all levels of staff to ensure flow of relevant information is communicated within the company.
  • Foster a working environment where people discuss requirements openly.
  • Fully understand the many facets of the business and structure in order to value different requirements and act with diplomacy to achieve the best possible outcome.
  • Act as an ambassador for the company.

Candidate Requirements

  • A good understanding of the inner workings within a legal firm.
  • A healthy interest in IT or home computing in general.
  • Professional manner.

To apply for this vacancy,

Please email attaching your current CV and cover letter

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© LawWare Limited 1995-2020


Join over 475 law firms across the United Kingdom.

Our clients range from small start-up legal practices to multi-partner, multi-site firms.

Another great customer service experience from LawWare. My laptop had to be stripped back to factory settings as part of a repair - taking hours! In contrast, restoring LawWare took one phone call to the support team and I was up and running in 6 minutes. If only everything was so easy!

VI pensions Law Ltd.
Vanessa Ingram

As the first commercial user of LawWare back in 1998, we have had no hesitation in remaining with the product through its development. We thoroughly recommend it to any firm looking for a practice management system.

Alastair Hart & Co.
Alastair Hart

The helpdesk is exceptionally good. Whatever the query there is always a human being there to help. No leaving messages or being advised to go to a website. The best computer service for solicitors I have ever used!

South Forrest
Irene Yule

The linking of documents and casefiles saves so much time! I have experience of several accounts packages and I like that LawWare is simple to use and easy to learn. Support is quick and effective and staff are helpful and courteous.

Sprang Terras
Fiona Allison

I have worked with a number of Case Management providers over the years but have not come across anything with the attention to detail and thoroughness of LawWare. My colleagues and I have not been disappointed.

Brymer legal Ltd.
Professor Stewart Brymer

I can’t imagine trying to be a law firm in the 21st Century without 21st Century IT systems. Having a ‘single system’ that underpins all the work, whether we are in the office or out, is an integral part of what we are building.

Sneddon Morrison
Eric Lumsden

The level of support is the main benefit using this system.  The system itself once you have had training is simple and easy to use. We have a great relationship with LawWare and the ongoing support is second to none.      

Linda George Family Law
Sharon Rodger

Significant preparation was required to configure and import the data from our old firm. We had to get all clients onto the new system and then learn how to use it. We just find it very easy to use, much easier than our old system.

Scanlon Ewing
Maureen Ewing

Being a busy litigator with a growing firm it is incredibly useful to be able to view my files from any location with some form of internet connection. I am a fan, and want to keep working with LawWare to make a good product great.

Helix Law Limited
Jonathan Waters

The switch to the new LawCloud system, which is still on-going, has gone very well. We found the LawWare team without exception to be very helpful and knowledgeable. All queries are followed up and dealt with promptly.

Cullen Kilshaw
Ross Kilshaw

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