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- Tasks: Manage the service desk and coordinate tech support for NHS clients.
- Company: Join a leading health-tech company revolutionising endoscopy reporting with innovative software.
- Benefits: Enjoy a competitive salary, career development, and a supportive team culture.
- Why this job: Make a real impact in healthcare while enhancing customer experiences with your tech skills.
- Qualifications: Experience in service desk roles, strong technical skills, and familiarity with healthcare environments required.
- Other info: Full training provided; ideal for those passionate about tech and customer service.
The predicted salary is between 28000 - 36000 £ per year.
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Service Desk & Incident Manager – Health-Tech + NHS + SaaS, Lancaster
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Client:
GK Recruitment
Location:
Lancaster, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
584d8c9d466f
Job Views:
13
Posted:
18.07.2025
Expiry Date:
01.09.2025
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Job Description:
Description
- Do you like delivering tech solutions to the NHS / Healthcare
- Process Driven by standards: ISO & ITIL
- Do you like coordinating and managing a tech team
Role Overview
Reporting directly to the Technical Director, you will be responsible for coordinating and managing all customer support communications through our Halo PSA ticketing system. You will take ownership of the full-service desk lifecycle, ensuring that queries are logged, triaged, assigned, and resolved efficiently and in line with Service Level Agreements (SLAs).
This is a hands-on role ideal for someone with a solid technical background and experience supporting clinical users in healthcare settings. Your expertise and innovation will directly enhance the customer experience for both NHS and private sector clients.
About The Company
A market leader in endoscopy reporting systems, proudly supporting NHS and private healthcare providers with innovative cloud-based software solutions. As we continue to grow, we’re seeking a detail-oriented and technically minded Service Desk Manager or Coordinator to join our team and play a key role in delivering exceptional customer support.
Key Responsibilities
- Manage and coordinate the service desk, ensuring a customer-focused approach and timely resolution of all support requests.
- Own and administer the Halo PSA system, continuously looking to improve usability and customer engagement
- Log, triage, and prioritise support tickets appropriately; escalate or assign to the relevant internal expert/team.
- Maintain SLA compliance and track performance against service goals
- Provide first-line technical support for the EMS application and associated infrastructure
- Monitor and manage the service desk staffing rota and ensure prompt response to support calls
- Identify recurring issues and work with the Technical Director and senior team to implement solutions
- Support the creation of knowledge base content and the roll-out of self-service functionality via the Halo portal
- Assist with service reporting and trend analysis, including presenting emerging issues to senior management
- Contribute to ongoing process improvement and help shape a best-in-class support experience
What We’re Looking For
- Previous experience as a Service Desk Co-Ordinator or in a similar role
- Strong technical understanding of SaaS/cloud-based applications
- Experience working in an ISO-accredited, ITIL v4 aligned environment
- Exposure to healthcare/clinical environments (Endoscopy or similar) is highly desirable
- Familiarity with Halo PSA or similar CRM/ticketing systems
- Outstanding communication skills – both written and verbal – with the ability to communicate clearly with clinical professionals
- Analytical and methodical approach with a focus on customer satisfaction and continuous improvement
- Self-motivated, solution-oriented and able to see issues through to resolution
- Comfortable handling sensitive data with awareness of GDPR compliance
- Knowledge of clinical imaging/video processing infrastructure would be a bonus
What We Offer
- Salary £35k-£45k and company benefits
- Opportunities for career development and progression
- A supportive and collaborative team culture
- Full training on our systems and processes
- The chance to make a real difference to healthcare services across the UK
Ready to Apply?
If you’re passionate about customer service, thrive in a technically focused role, and want to be part of a growing healthcare software provider, we’d love to hear from you.
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Service Desk & Incident Manager – Health-Tech + NHS + SaaS employer: GK Recruitment
Contact Detail:
GK Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk & Incident Manager – Health-Tech + NHS + SaaS
✨Tip Number 1
Familiarise yourself with the Halo PSA ticketing system, as this is a key part of the role. If you can demonstrate your understanding of how to effectively manage and improve ticketing processes, it will set you apart from other candidates.
✨Tip Number 2
Highlight any experience you have in healthcare or clinical environments, especially if it's related to endoscopy or similar fields. This will show that you understand the unique challenges and requirements of supporting clinical users.
✨Tip Number 3
Prepare to discuss your knowledge of ISO standards and ITIL frameworks during the interview. Being able to articulate how these methodologies can enhance service desk operations will demonstrate your technical expertise and commitment to quality.
✨Tip Number 4
Showcase your communication skills by preparing examples of how you've successfully resolved customer issues in the past. Being able to convey complex technical information clearly to non-technical stakeholders is crucial in this role.
We think you need these skills to ace Service Desk & Incident Manager – Health-Tech + NHS + SaaS
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk management, particularly in healthcare or SaaS environments. Emphasise your technical skills and any familiarity with ISO and ITIL standards.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the healthcare sector. Mention specific experiences where you successfully managed support requests or improved service delivery.
Highlight Technical Proficiency: In your application, clearly outline your technical background, especially with SaaS applications and ticketing systems like Halo PSA. Provide examples of how you've used these tools to enhance customer support.
Showcase Communication Skills: Since outstanding communication is crucial for this role, include examples of how you've effectively communicated with clinical professionals or managed team communications in previous positions.
How to prepare for a job interview at GK Recruitment
✨Showcase Your Technical Knowledge
Make sure to highlight your understanding of SaaS and cloud-based applications during the interview. Be prepared to discuss your previous experiences in similar roles, especially in healthcare settings, as this will demonstrate your capability to handle the technical demands of the position.
✨Familiarise Yourself with Halo PSA
Since the role involves managing the Halo PSA ticketing system, it’s beneficial to have a basic understanding of how it works. If you have experience with similar CRM or ticketing systems, be ready to share that knowledge and how it can translate to using Halo effectively.
✨Emphasise Communication Skills
Outstanding communication is key in this role. Prepare examples of how you've successfully communicated with clinical professionals or managed customer support queries in the past. This will show your ability to maintain a customer-focused approach.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified recurring issues and implemented solutions. This aligns with the company's focus on continuous improvement and will showcase your analytical and methodical approach to problem-solving.
