Service Desk Lead - Hybrid IT for Energy Clients

ESG Global Ltd; United States; Híbrido; USD 56 000 - 82 000; Tempo integral

Resumo da oferta

ESG Global Ltd. is seeking a Service Desk Lead in Chorley on a hybrid full-time basis. The role involves leading a small team that supports UK energy suppliers using billing and CRM products, managing tickets end-to-end, and coordinating with Product/Engineering for issue resolution.

You will develop product and energy operations knowledge, maintain high service levels, and drive continuous improvement through effective communication and data-driven insights.

Qualificações

• Experience in UK energy supply operations, utilities, billing or CRM environment.
• Experience handling customer queries via a ticketing system.
• Strong written communication skills for client responses.
• Analytical and problem-solving abilities to diagnose issues.
• Ability to investigate issues using data and system information.
• Good organization to manage multiple tickets with SLAs.
• Attention to detail and ownership of outcomes.
• Ability to communicate with operational and technical colleagues.
• Willingness to learn new systems and apply AI tools where appropriate.

Responsabilidades

• Manage client queries and issues from ticket receipt to resolution or escalation.
• Review and triage new tickets, clarifying priority and client impact.
• Provide clear, professional updates to clients throughout the ticket lifecycle.
• Coordinate with internal teams to obtain information and drive resolution.
• Escalate issues to Product, Engineering or specialists when needed.
• Contribute to knowledge articles and standard responses for future use.
• Develop knowledge of energy operations areas: billing, metering, tariffs, and payments.
• Support continuous improvement and use of approved AI tools to enhance productivity.

Conhecimentos

Ticket management

Written communication

Analytical thinking

Ownership & accountability

Customer service

Ferramentas

CRM platform

Billing system

Descrição da oferta de emprego

ESG Global Ltd. is seeking a Service Desk Lead in Chorley on a hybrid full-time basis. The role involves leading a small team that supports UK energy suppliers using billing and CRM products, managing tickets end-to-end, and coordinating with Product/Engineering for issue resolution.

You will develop product and energy operations knowledge, maintain high service levels, and drive continuous improvement through effective communication and data-driven insights.