Tikit’s Global Support department leads the way in the legal tech sector
Our market leading support department is an integral part of the business. Providing support to over 1,500 firms across the globe, they ensure the smooth running of our client’s integrated ecosystems, resolving issues quickly and efficiently. The department meets very high standards, backed by ISO 9001:2015 certification (for ten years!), as well as being a member of the Service Desk Institute and having an average net promoter score of 89.4% for the year so far. As a result of Tikit’s rapid growth and new business wins, they are also a fast growing department, with four new joiners this year already and a very active graduate recruitment programme.
Support have been running a highly successful placement scheme with the University of Portsmouth for over ten years, helping to encourage the next generation of professionals. This scheme takes on university students for a year, giving them the chance to gain valuable industry experience and further their knowledge.
Our placement program opportunities have increased from 1 to 3 per year, with 43% of new placement students being female. This is particularly impressive given that the national average of females taking STEM degrees at university is only 24%. As well as this, 60% of our placement students have come back to Tikit after graduating, with the Support department offering fantastic career progression for these individuals, not only in Support but in roles across the business. In fact, Support has provided a gateway into various other departments in Tikit such as Marketing, QA, Training and Consultancy, Product Management and Project Management. This highlights the skills and ethos learned in Support can be easily transferred to other areas in the Company.
The department pride themselves in developing and promoting their employees into senior analyst and managerial roles. Seven employees have progressed into more senior roles over the past few years. There are currently four fantastic managers in Support. The team is headed up by Miles Osborne, Head of Global Support, who has steered the ship for over twenty years. He is supported by Becky Patterson, Mid-Market Support Manager, who has worked in Support for almost nineteen years. Hayley Biddlecombe, Accounts Support Manager, has been with Tikit for eleven years, starting as an Accounts Support Analyst. Lydia Morris, Software Support Manager, has only recently been promoted to this role so huge congrats to her and we look forward to seeing her ideas develop.
The Tikit Global Support department lead the way in the legal tech sector in developing the team to meet their career goals, making sure they have the very best talent available. This philosophy ensures they can continue to provide customer service excellence to all our clients through a continuous enhancement process.