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.
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 Were 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 the following (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 of these specialist applications (Desirable): CSDPlanetPress, VISProScript Connect, Buetema, MDEMultePOS, 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.
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