First-Line IT Support Specialist – Service Desk

PHOENIX Medical Supplies Ltd.; Liverpool City Region; On-site; GBP 28,000 - 37,000; Full time

Benefits offered by this job

Annual leave 22 days pro rata

Health cash plan

Pay Flex app

Discounts

EAP

Pension

Training schemes

Job summary

PHOENIX Medical Supplies Ltd. in the UK is seeking a 1st Line Technical Support specialist in Runcorn to join the IT service desk during standard hours. You will be the first point of contact, handling incidents, requests and access management within ITIL-guided processes.

You will develop workarounds, update the CMDB, contribute to Continuous Service Improvement, and support platform patching. The role requires strong customer service, problem solving, and knowledge of Windows Server, Active

Qualifications

• Experience in IT field roles with ITIL exposure is desirable.
• Experience in customer-facing environments via telephone and face-to-face interactions.
• Experience in IT service delivery and strong customer service ethos.
• Excellent interpersonal, communication and customer service skills.
• Excellent troubleshooting and problem-solving abilities.
• Mandatory familiarity with Windows Server/Desktop OS, Active Directory, MS Exchange, RDS.
• Desirable familiarity with tools like CSD, PlanetPress, VIS, ProScript Connect, Buetema MDE, MultePOS, Avaya contact centre.

Responsibilities

• Provide incident management, request fulfilment, and access management as first contact.
• Develop workarounds for incidents and problems with no existing solution.
• Collaborate across IT to transition new services into production and keep CMDB updated.
• Suggest improvements to policies, processes and procedures.
• Support in meeting IT service operation KPIs and ensure security standards.

Skills

ITIL exposure

Customer facing

IT service delivery

Customer service

Interpersonal skills

Troubleshooting

Tools

Windows Server

Active Directory

MS Exchange

Microsoft RDS

Networking (TCP/IP)

Job description

PHOENIX Medical Supplies Ltd. in the UK is seeking a 1st Line Technical Support specialist in Runcorn to join the IT service desk during standard hours. You will be the first point of contact, handling incidents, requests and access management within ITIL-guided processes.

You will develop workarounds, update the CMDB, contribute to Continuous Service Improvement, and support platform patching. The role requires strong customer service, problem solving, and knowledge of Windows Server, Active