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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

Medilogik is 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