IT Service Desk Analyst - 1st Line Support

PHOENIX Medical Supplies Ltd.

Runcorn

Hybride

GBP 26 000 - 31 000

Plein temps

14 jours+

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Avantages offerts par ce poste

22 days annual leave (pro rata)

Health cash plan

Pay flexibly via iTrent

Pension scheme

Training programmes through Apprent. S

Résumé du poste

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.

Responsabilités

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.