Freshdesk coordinator
Inspiration Healthcare Ltd
Location: Hybrid / Commerce Way, Croydon CR0 4YL, UK
Job Type: Permanent / Full-time
Sector and subsector: Medical & Healthcare | Other
Salary: Negotiable salary

Job Purpose (Role Definition)
The Freshdesk Coordinator is responsible for providing first-line support and service coordination to healthcare professionals and internal teams across NHS hospitals, clinics, and other healthcare settings using the company’s medical devices and related systems.

The role focuses on managing incoming support requests, coordinating resolutions, assisting customers with day-to-day queries, and ensuring a high standard of customer service. The successful candidate will act as a key point of contact for customers, helping to ensure the smooth, safe, and effective use of the company’s products within clinical environments.

Main Duties and Responsibilities

• Provide first-line customer support to NHS clinicians, biomedical engineers, IT teams, and procurement teams via phone, email, and remote support systems.
• Respond to service requests and coordinate timely resolution of customer issues.
• Assist with device setup, user guidance, connectivity queries, and general product support.
• Log, update, and manage all support requests within the company’s helpdesk system, ensuring accurate records are maintained.
• Escalate more complex issues to engineering, field service, or specialist teams when required.
• Support customers with software updates, product guidance, and best practice use of devices.
• Assist with incident reporting, complaints handling, and follow-up actions in line with company procedures.
• Work closely with field service engineers to arrange onsite visits and support where needed.
• Ensure all service activities are completed in line with company quality standards and regulatory requirements.
• Create and maintain user guides, FAQs, and internal knowledge base documents.
• Share customer feedback and recurring issues with internal departments to support continuous improvement.

Experience and Qualifications Required
Mandatory

• Experience in a customer service, service desk, helpdesk, or support coordination role.
• Experience working within healthcare, medical devices, IT, engineering, or a related environment.
• Strong administrative and organisational skills.
• Excellent written and verbal communication skills.
• Experience using helpdesk or ticketing systems.
• Good working knowledge of Microsoft Office and general business systems.

Desirable

• Experience supporting NHS hospitals or healthcare customers.
• Knowledge of medical devices or healthcare technology products.
• Awareness of quality standards and regulated environments.

Key Skills & Competencies

• Strong customer service skills, particularly when supporting healthcare professionals.
• Excellent communication skills with both technical and non-technical users.
• Good problem-solving skills and ability to coordinate resolutions effectively.
• Strong organisational skills with the ability to manage multiple requests and priorities.
• High attention to detail and accurate record keeping.
• Ability to remain calm and professional when handling urgent issues.

The administrator of your data is Inspiration Healthcare Ltd with its registered office in Croydon, UK, CR0 4YL, at Commerce Way. The data is collected for the purposes of recruitment for the position given in the advertisement, it can also be processed in future recruitment processes with your additional consent. Providing personal information is voluntary. You have the right to access the data, correct or delete it. Detailed information on the processing of personal data by Inspiration Healthcare Ltd can be found in the principles of data processing in Cezanne Recruitment and our Privacy Policy.