Help Desk Lead

Help Desk Lead - Warrington

Are you an experienced Help Desk Lead skilled in offering 1st Line Support training?

Are you passionate about working for a well-established Digital Health care company who specialise in Enterprise Tech, Business & Digital Transformation & Clinical experience?

You will be working for a progressive company whose aim is to add value to GP's & PCN's (Primary Care Networks), through revolutionary technology, finding a solution for patients to free up time for general practice staff & deliver care to patients!

This is a permanent/hybrid opportunity in Warrington, offering a salary range of £25,000-£32,000, whilst working in a meaningful environment.

Please note that all applicants MUST have the full rights to work in the UK, as sponsorship will not be offered for this opportunity.

What does the role entail?

As the Help Desk Lead, you will be responsible for designing and implementing support processes while establishing a structured team to deliver timely and effective assistance to their clients.

You will be a key player in shaping the customer support experience & ensuring high quality customer satisfaction.

You will cover the following key areas:

Process Design and Implementation:

• Develop and document comprehensive support processes and procedures to ensure consistent and efficient handling of customer inquiries and issues.
• Define service level agreements (SLAs), response times, and escalation paths to meet customer expectations.
• Utilise Atlassian tools such as Jira and Confluence to create and manage support documentation, knowledge bases and workflows.

Team Building and Structure:

• Build and lead a high-performing help desk support team, including hiring, training, and mentoring team members.

Ticket Management:

• Implement ticketing systems and tools to streamline the ticketing process and improve response times.

Quality Assurance:

• Implement quality assurance measures to monitor the performance of the help desk team and ensure adherence to established processes and standards.
• Conduct regular reviews and provide feedback to team members to drive continuous improvement.

Training and Development:

• Provide ongoing training and professional development opportunities to help desk team members.

What skills will you have?

• Bachelor's degree in information technology, Computer Science, or a related field.
• Proven experience in a help desk or customer support role, with demonstrated leadership experience.
• Strong knowledge of help desk processes, ticketing systems, and customer service best practices.
• Experience with Atlassian tools such as Jira and Confluence, and familiarity with Agile development methodologies.
• Experience with ITIL or other relevant frameworks is a plus.

What is on offer?

A salary of £25,000-£32,000 is on offer working in a meaningful environment to benefit the Health care sector.

You will be working within a progressive environment and will be given the opportunity to advance your career within IT/Tech.