Line Technical Support

Rowlands Pharmacy; Runcorn; On-site; GBP 28,000 - 44,000; Full time

Benefits offered by this job

22 days annual leave + holidays

Medicash health plan

iTrent Financial Wellbeing app

High street discounts

Employee Assistance Programme (EAP)

Contributory Pension Scheme

Fully funded training via Apprenticesh

Job summary

Phoenix Medical Supplies is seeking a capable IT Service Desk member to support UK locations, including pharmacies and distribution centres, during operational hours. You will handle incidents, requests and access management, while helping transition new services to production and maintaining the CMDB.

The role emphasizes customer-facing service, troubleshooting skills and adherence to security policies, with opportunities to use tools like Windows Server, AD, Exchange, and Avaya Contact Centre.

Qualifications

• Experience in IT service desk or similar role.
• Exposure to ITIL processes is desirable.
• Experience in customer-facing IT support environments.

Responsibilities

• Provide incident management, request fulfilment and access management as first point of contact.
• Develop workarounds for incidents and problems.
• Coordinate with IT teams to transition new services into production and update CMDB.
• Contribute to continuous service improvement and meet KPIs.
• Ensure IT and data security standards are followed.
• Monitor key systems for performance and availability, perform patching when required.
• Create and maintain knowledgebase articles and documentation.

Skills

Customer service

Interpersonal communication

Troubleshooting

Problem solving

ITIL awareness

IT field experience

Tools

Windows Server

Active Directory

MS Exchange

MS Remote Desktop Services

Avaya Contact Centre

Job description

• 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.

• 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.

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.

• 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