First-Line IT Support Specialist — Service Desk Hero

PHOENIX Medical Supplies Ltd.

Runcorn

On-site

GBP 29,000 - 36,000

Full time

7 days ago

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Benefits offered by this job

22 days annual leave (pro rata) + bank

Medicash health cash plan

iTrent Financial Wellbeing app

High street discounts

Employee Assistance Programme

Contributory Pension Scheme

Fully funded training programmes

Job summary

Phoenix Medical Supplies is seeking a 1st Line Technical Support specialist to join the IT service desk. The role covers incident management, request fulfilment and access control across UK sites during service hours.

You will work with Windows Server, Active Directory, MS Exchange and RDS, plus networking gear, delivering excellent customer service while documenting solutions and contributing to ongoing service improvements.

Qualifications

Experience in an IT field role with exposure to ITIL processes.
Experience in customer-facing environment (phone/face-to-face).
Experience within IT service delivery.
Exceptional customer service.
Excellent interpersonal and communication skills.
Excellent troubleshooting and problem solving.

Responsibilities

Provide incident management, request fulfilment, and access management as first contact, per SLA.
Develop solutions/workarounds for incidents and problems.
Assist in transitioning new services to production; update CMDB.
Contribute to Continuous Service Improvement through policy/procedure improvements.
Assist in meeting team/service KPIs within IT Service Operation Function.
Ensure IT and Data Security standards are met at all times.
Monitor key systems for performance and availability; manage proactive/reactive responses.
Support Platform Specialists with client/server patching.
Create and maintain knowledgebase articles and documentation.