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First Line Technical Support, Saint Helens
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Client:
PHOENIX Medical Supplies Limited
Location:
Saint Helens, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
abf8fbc81dd0
Job Views:
6
Posted:
25.06.2025
Expiry Date:
09.08.2025
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Job Description:
Description
Job Title: 1st Line Technical Support
Location: Runcorn
Working Pattern: Monday to Friday –, hours 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 part of a team that makes a difference.
Key Responsibilities:
* Provide incident management, request fulfilment, and access management services following ITIL processes as a first point of contact. Ensure tickets are addressed within SLA targets, using escalation when necessary.
* Develop solutions and workarounds for incidents and problems where none exist.
* Work cross-functionally within the IT Department to ensure successful transition of new services into production, including device and application installation, configuration, and updates. Keep the CMDB updated accordingly.
* Contribute to Continuous Service Improvement by suggesting policy, process, and procedure improvements.
* Help meet team and service KPIs as set within the IT Service Operation.
* Ensure compliance with relevant IT and Data Security standards and policies.
* Monitor key business systems for performance and availability, managing infrastructure and applications proactively and reactively.
* Support Platform Specialists with client and server patching as needed.
* Create and maintain knowledgebase articles and documentation.
What We’re Looking For:
* Experience in an IT field role; exposure to ITIL processes is desirable.
* Experience in a customer-facing environment via telephone and face-to-face interactions.
* Experience in IT service delivery.
* Exceptional customer service skills.
* Strong interpersonal, communication, and troubleshooting skills.
* Practical experience with: Microsoft Windows Server and desktop OS, Active Directory, MS Exchange, Microsoft RDS, hardware, peripherals, mobile devices, TCP/IP, LAN, WAN troubleshooting.
* Optional but desirable: experience with CSDPlanetPressVISProScript ConnectBuetema MDEMultePOS, Avaya telephone system administration including Contact Centre.
What We Offer:
* 25 days (pro-rata) annual leave plus bank holidays, increasing with service length
* Medicash health cash plan
* iTrent Financial Wellbeing app
* High street discounts and offers
* Employee Assistance Programme (EAP)
* Contributory Pension Scheme
* Fully funded accredited training through the Apprenticeship Scheme
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