2 of 2 Permanent Freshdesk Jobs in Yorkshire

skills. Strong analytical and problem-solving abilities, with a desire to learn. Ability to work collaboratively and independently in a remote, fast-paced environment. Familiarity with helpdesk tools (e.g., Freshdesk, Zendesk) and support workflows is advantageous. Even better if you Have familiarity with helpdesk tools and support workflows. The Bigger Picture We value professional experience and qualifications but are committed More ❯

candidate will own and define all Support SLAs and KPIs, ensuring efficient and effective processes within the team. The role requires hands-on experience with our helpdesk software, currently Freshdesk, and with Jira. ITIL certification and a proven track record of building and leading Support or Service Desk teams are essential. What you'll be doingto make a difference: Lead … data-driven insights and proactive communication. Act as the primary point of contact for key customer interactions, setting an example of professional and empathetic communication. Oversee the use of Freshdesk for ticket management and customer communication, ensuring efficient workflows and accurate reporting. Utilise Jira for internal issue tracking and collaboration, ensuring seamless communication between Support and other teams. Ensure tight … integration between Freshdesk tickets and Jira issues/tickets to enable efficient cross-functional collaboration between Professional Services and Development teams, ensuring seamless communication and faster issue resolution. Collaborate closely with Partner Managers (CSMs) and Project Management teams to ensure alignment, effective escalation handling, and enhanced customer experience. Develop and refine support processes and best practices, aligning with ITIL principles. More ❯