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- Tasks: Manage the service desk and coordinate tech support for NHS clients.
- Company: Join a leading health-tech firm revolutionising healthcare with innovative software solutions.
- 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.
- Qualifications: Experience in service desk roles, strong technical skills, and excellent communication required.
- Other info: Full training provided; ideal for tech-savvy individuals passionate about healthcare.
The predicted salary is between 28000 - 36000 £ per year.
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Service Desk & Incident Manager – Health-Tech + NHS + SaaS, Southport
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Client:
GK Recruitment
Location:
Southport, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
926acabe0785
Job Views:
14
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 manage and optimise ticketing systems in your conversations, it will show that you're proactive and ready to hit the ground running.
✨Tip Number 2
Highlight any experience you have in healthcare or clinical environments during your discussions. This will help you stand out, as the role specifically seeks someone who understands the unique challenges faced in these settings.
✨Tip Number 3
Prepare to discuss your knowledge of ISO standards and ITIL practices. Being able to articulate how you've applied these frameworks in previous roles will demonstrate your capability to maintain SLA compliance and improve service delivery.
✨Tip Number 4
Showcase your communication skills by preparing examples of how you've effectively interacted with technical and non-technical stakeholders. This is crucial for a role that involves liaising with clinical professionals and ensuring customer satisfaction.
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 coordination, 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 in your application that demonstrate your ability to communicate effectively with both technical teams and clinical professionals.
How to prepare for a job interview at GK Recruitment
✨Show Your Technical Expertise
Make sure to highlight your technical background, especially in SaaS and cloud-based applications. Be prepared to discuss specific technologies you've worked with and how they relate to the role.
✨Understand Healthcare Context
Familiarise yourself with the healthcare sector, particularly the NHS and clinical environments. Being able to speak knowledgeably about the challenges faced in these settings will impress the interviewers.
✨Demonstrate Customer-Focused Mindset
Emphasise your commitment to customer satisfaction. Share examples of how you've successfully resolved support issues in the past and improved user experiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life service desk scenarios. Think of examples where you triaged tickets or improved processes, and be ready to discuss them in detail.
