Service Desk Lead

We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real‑time, smart energy clients.

Department:
Service Desk

Reports To:

Service Operations Mana

Work Location:

Chorley - Hybrid

Hours of Work: 37.5

Position Type:
Full Time

Rate Type:
Salary

Grade: 3

We are an innovative and market-leading software & services company based in Chorley serving clients in the utility sector ranging from new entrants to large existing suppliers. We deliver sophisticated software solutions and managed services in a Private Cloud infrastructure, servicing both traditional and modern real‑time, smart energy clients. We operate a Hybrid working policy so you will be able to flex between working in the office and your home location to carry out this role, however during your initial training period the need to be in office with other team members will be essential.

Our UK office is based in Chorley, which is where you will be based. While this position is full-time, we are open to discussing flexible working patterns that accommodate individual needs. If you require flexibility in your work schedule, please let us know during the application process, and we will do our best to accommodate your needs.

We are looking for a Service Desk Lead to provide day-to-day support to UK energy suppliers using our billing and CRM products. The role will involve managing a small team to undertake the following: liaising with clients, responding to operational and product-related queries, investigating issues and ensuring tickets are progressed through to resolution. You will be responsible for understanding the client's query, assessing the operational impact, supporting the team to carry out initial investigation and either resolving the issue directly or coordinating with the appropriate internal teams.

This role requires strong written communication, organisation and problem-solving skills, alongside an understanding of UK energy supply operations. You will play an important role in ensuring clients receive clear, timely and effective support. The successful candidate will be encouraged to leverage AI-powered tools and emerging technologies to drive productivity, innovation, and service excellence.

• Manage client queries and issues received through the ticketing service.
• Take ownership of tickets from initial receipt through to resolution or appropriate escalation.
• Review and triage new tickets, ensuring the issue, priority and client impact are clearly understood.
• Provide clear, professional and timely written responses to clients.
• Keep clients updated throughout the lifecycle of their ticket, particularly where investigation or resolution requires input from other teams.
• Ask appropriate questions and gather the information required to support effective investigation.
• Manage a portfolio of open tickets, ensuring actions and follow-ups are completed within agreed service levels.
• Ensure tickets contain clear and accurate records of investigations, decisions, actions and outcomes.
• Work with clients to confirm successful resolution before tickets are closed.

• Investigate issues relating to the use of our billing and CRM products.
• Use product knowledge, system information and available data to understand and diagnose client issues.
• Determine whether queries relate to product functionality, configuration, data, operational processes or potential defects.
• Resolve queries directly where possible.
• Escalate issues to…