Service Desk Lead

Service Desk Lead

Job Description

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

SUMMARY

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.

POSITION RESPONSIBILITES

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. 

Ticket & Client Management

• 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.

Investigation & Resolution

• 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 Product, Engineering or other specialist teams when further investigation is required.
• Provide internal teams with clear information and evidence to support efficient investigation.
• Translate technical findings into clear, client-friendly explanations.
• Identify recurring issues and highlight opportunities for permanent fixes or service improvements.

Energy Operations Support

Develop knowledge of our products and how they support UK energy supplier operations across areas such as:

• Customer account management
• Billing and rebilling
• Metering and consumption
• Tariffs and pricing
• Payments and account balances
• Customer communications
• Industry processes and data
• Operational exceptions
• Reporting and reconciliation

You will not necessarily be expected to be an expert in every area from day one, but you should demonstrate the ability and willingness to develop strong product and energy industry knowledge.

Service & Continuous Improvement

• Work to agreed service levels and ticket management standards.
• Ensure ticket categorisation and records are accurate to support service reporting.
• Identify trends and recurring themes across client tickets.
• Contribute to knowledge articles, support documentation and standard responses.
• Share knowledge and learnings with other members of the team.
• Highlight areas where product, process or documentation improvements could reduce future support demand.
• Contribute to creating a consistent and high-quality client support experience.
• Utilise company-approved AI tools and technologies responsibly and effectively to enhance productivity, improve outcomes and support continuous improvement, in line with company policies and guidance.

ABOUT YOU

• Experience in UK energy supply operations, utilities, billing, CRM or a related environment.
• Experience dealing with customer or client queries through a ticketing/case management system.
• Strong written communication skills, with the ability to provide clear and professional client responses.
• Strong analytical and problem-solving skills.
• Ability to investigate issues logically and identify the information required to progress them.
• Strong organisational skills and the ability to manage multiple open tickets and competing priorities.
• Good attention to detail.
• A strong sense of ownership and accountability.
• Ability to communicate effectively with operational and technical colleagues.
• Comfortable learning new systems, products and operational processes.

• Experience supporting energy billing or CRM platforms.
• Knowledge of UK energy industry processes and data flows.
• Experience working in a SaaS, software or technology environment.
• Experience with incident, problem or service management processes.
• Experience analysing operational data.
• SQL or similar data investigation skills would be advantageous.

Able to demonstrate ESGs key values of

• Excellence: be accountable to deliver our best
• Passion: show how much we care each day
• Integrity: do the right thing when no one is looking
• Collaboration: work together to succeed together

ISO AWARENESS

• Reporting of Incidents 
• ISO Responsibilities  
• ISO Staff Awareness

*For more information on how we process your information please see our privacy notice which can be found on our website https://esgglobal.com/privacy-policy/  *