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Service Desk & Incident Manager

GK Recruitment
Birmingham
1 week ago
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Job Title: Service Desk & Incident Manager
Location: Remote / Home-Based
Salary: £35,000 – £45,000 per annum
Join a Leading Healthcare Software Provider – Drive Service Excellence from Anywhere
We are looking for a highly motivated and detail-oriented Service Desk Co-Ordinator/Incident Manager to lead and manage our customer support ticketing function. This is a fully remote role offering a competitive salary, strong benefits, and the opportunity to work with a market leader in Endoscopy reporting systems.
About the Role:
Reporting to the Technical Director, you will oversee the entire lifecycle of service desk tickets using Halo PSA, ensuring a prompt, efficient, and customer-focused support experience. You’ll play a key role in service improvement, analytics, and team coordination — directly impacting the experience of NHS and private healthcare clients.
Key Responsibilities:

  • Co-ordinate all aspects of the service desk in line with ITIL v4 standards
  • Triage and assign tickets based on priority and category
  • Provide technical assistance and ensure SLA compliance
  • Maintain and enhance the Halo PSA system as system admin-(CRM)
  • Coordinate the service desk rota and support response
  • Analyse trends and produce reports for senior management
  • Contribute to self-help content and customer resources
  • Collaborate closely with the Customer Experience Team
    What We're Looking For:
  • Proven experience in a service desk coordination or incident management role
  • ITIL v4 knowledge and familiarity with Halo PSA or similar CRM systems
  • Background in SaaS, healthcare IT, or ISO/Cyber Essentials+ environments
  • Excellent communication and problem-solving skills
  • Clinical or NHS support experience is a strong advantage
    Why Join Us?
  • Fully remote/home-based role
  • Meaningful work supporting NHS and private healthcare services
  • Training and career development pathways
  • Collaborative and supportive technical team
    Ready to make an impact?
    Apply today and help shape the future of digital healthcare support

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