First Line Technical Support

PHOENIX Medical Supplies Ltd.; Runcorn; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

22 days annual leave (pro rata)

Health cash plan

Pay flexibly via iTrent

Pension scheme

Training programmes through Apprent. S

Job summary

Phoenix Medical Supplies Ltd. is seeking a 1st Line Technical Support specialist in Runcorn.

You will be the first point of contact for incident management, requests, and access services across UK locations, ensuring SLA targets are met and CMDB data remains accurate. The role requires strong customer service, excellent communication and troubleshooting skills, with hands-on experience in Windows Server, Active Directory, MS Exchange and RDS.

Qualifications

• Experience in an IT field role with exposure to ITIL is desirable.
• Experience in a customer facing environment via telephone or in person.
• Familiarity with IT service delivery and incident management.

Responsibilities

• Provide incident management, request fulfilment, and access management as first point of contact, following SLA targets.
• Develop workarounds and solutions for incidents and problems.
• Assist in transitioning new services into production and keep CMDB updated.
• Contribute to Continuous Service Improvement by suggesting policy/process changes.
• Support in meeting KPIs and ensure IT and Data Security standards are followed.
• Monitor key systems for performance and availability and assist in patching.
• Create and maintain knowledge base articles and documentation.

Skills

Customer service

Troubleshooting

Communication skills

Problem solving

ITIL exposure

Tools

Windows Server

Active Directory

MS Exchange

MS RDS

Networking basics (TCP/IP, LAN/WAN)

Avaya phone system

PlanetPress

Job description

Job Title:

1st Line Technical Support

Location:

Runcorn

Salary:

£28,461.32

Working Pattern:

Monday to Friday 09.00 – 17.15, 37.5 hour per week

About Us:

At Phoenix Medical Supplies, we pride ourselves on delivering top class, business relevant solutions to the UK healthcare industry. Join us and be a part of a team that really makes a difference.

We are seeking a strong candidate to be a key member of the IT service desk function, providing support to CFBUs and Business Support Functions across all UK locations including offices, pharmacies and distribution centres during operational service hours.

Key Responsibilities:

• In accordance with the defined ITIL processes provide incident management, request fulfilment, and access management services as a first point of contact. Ensure tickets are actioned in accordance with agreed SLA targets, using escalation processes where necessary.
• Develop solutions and workarounds for incidents and problems where none exists.
• Work cross-functionally within the IT Department to ensure the successful transition of new services into production. This may include installing, configuring and updating devices and applications. Ensure the CMDB is updated in a timely manner to reflect details of such changes.
• Contribute to the process of Continuous Service Improvement by making suggestions of improvements to polices, processes and procedures.
• Assist in meeting team and service performance KPIs in agreement set within the IT Service Operation Function.
• Ensure that relevant IT and Data Security standards & policies are met at all times.
• Monitoring of key group business systems for performance and availability through event and system monitoring resulting in reactive and proactive management of infrastructure and applications.
• Support the Platform Specialists to perform client and server patching as and when required.
• Create and maintain knowledgebase articles and documentation.

What We’re Looking For:

• Experience of working on an IT field role along with exposure of ITIL processes is desirable.
• Experience of working in a customer facing environment on telephone and face to face.
• Experience within IT service delivery.
• Exceptional Customer Service
• Excellent interpersonal, communication and customer service skills.
• Excellent troubleshooting and problem solving skills.
• Practical experience of some or all of (Mandatory):
  • Microsoft Windows Server and desktop operating systems.
  • Active Directory administration.
  • MS Exchange administration.
  • Microsoft RDS administration.
  • Hardware, peripherals, mobile devices.
  • TCP/IP, LAN and WAN troubleshooting.
• Practical skills these specialist applications (Desirable):
  • CSD
  • PlanetPress
  • VIS
  • ProScript Connect
  • Buetema MDE
  • MultePOS
  • Avaya telephone system administration including Contact Centre.

What We Offer

• 22 days (pro rata) annual leave plus bank holidays, increasing with length of service
• Medicash – a health cash plan to support everyday healthcare costs (e.g. eyecare, prescriptions)
• iTrent Financial Wellbeing – an app to help manage and access your pay flexibly
• High street discounts and offers
• Employee Assistance Programme (EAP)
• Contributory Pension Scheme
• Fully funded accredited training programmes through the Apprenticeship Scheme

INDPMS