First Line Technical Support

PHOENIX Medical Supplies Ltd.; Runcorn; On-site; GBP 29,000 - 36,000; Full time

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.

Skills

ITIL processes

Customer service

Troubleshooting

Networking (TCP/IP, LAN/WAN)

Active Directory administration

MS Exchange administration

RDS administration

Avaya Call Center experience

IT service delivery

Tools

Windows Server

Active Directory

MS Exchange

RDS

Avaya 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