Helpdesk Advisor

At Hakim Group, we're on an exciting journey towards Vision 2030, with a goal of supporting 1,000 successful independent practices across the UK and Ireland.

As part of this journey, we're launching a dedicated Helpdesk function at our HQ to provide exceptional support to our practice teams. We're looking for a friendly, proactive and solutions-focused Helpdesk Advisor to join us and become a key part of this exciting new team.

In this role, you'll be the first point of contact for practices across our network, helping to resolve queries, provide guidance and ensure our partners receive the support they need to focus on delivering outstanding patient care and growing their businesses.

No two days will be the same, and you'll have the opportunity to build relationships across the business while making a genuine difference to the experience of our practices.

• Exciting calendar of events, fostering a vibrant work culture.
• Employee health plan to prioritise your well-being
• Rewards portal with exclusive benefits and offers.
• Embrace a supportive and expanding team, immersing yourself in our award-winning Hakim Group culture.
• Progression opportunities.

Join us at the Hakim Group and be a part of our continued growth and innovation. Contribute to shaping the way we work while enjoying a challenging and fulfilling career with us.

As a Helpdesk Advisor, you'll provide first-line support to our practice teams via phone, email and our ticketing system. You'll be responsible for logging, prioritising and resolving queries wherever possible, while ensuring more complex issues are directed to the appropriate specialist teams.

You'll play a key role in delivering a positive support experience, maintaining clear communication and helping to continuously improve how we support our practices.

KEY RESPONSIBILITIES

• Act as the first point of contact for support queries from practice teams
• Respond to enquiries via phone, email and ticketing systems in a friendly and professional manner
• Log, categorise and prioritise requests accurately
• Resolve operational and low-level technical queries at first contact where possible
• Escalate more complex issues to the appropriate specialist teams
• Provide regular updates and maintain clear communication throughout the resolution process
• Maintain accurate records of all support interactions
• Support the development and maintenance of helpdesk knowledge resources
• Identify recurring issues and suggest opportunities for improvement
• Work collaboratively with colleagues across HQ to deliver an excellent support service

SKILLS, KNOWLEDGE & EXPERIENCE

We're looking for someone who enjoys helping others, thrives in a fast-paced environment and takes pride in delivering excellent customer service.

You'll be a confident communicator with strong organisational skills, a positive attitude and a genuine desire to find solutions.

Essential

• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Great attention to detail and organisational skills
• Ability to manage competing priorities effectively
• A proactive and customer-focused mindset
• Ability to work independently and collaboratively within a team

Desirable

• Previous experience in a helpdesk, support or customer service role
• Experience using ticketing systems or CRM platforms
• Knowledge of business functions such as HR, IT or Finance
• Experience within retail, healthcare or optical environments
• Familiarity with common business software and systems

Click apply below and we will ensure you are contacted as soon as possible by one of our team.