Job Type: Permanent | Job Sector: Unspecified | Region: North West | Location: Runcorn | Salary: Competitive | Posted: 28/04/2026 | Recruiter: Phoenix Medical Supplies | Job Ref: kal-PHOENIXMedicalSuppliesLimited-46763-63737-en | Job Views: 1
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
* Provide incident management, request fulfilment, and access management services as a first point of contact in accordance with defined ITIL processes.
* 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, including installing, configuring and updating devices and applications.
* Update the CMDB in a timely manner to reflect details of such changes.
* Contribute to continuous service improvement by suggesting improvements to policies, 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.
* Monitor 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 knowledge‑base articles and documentation.
What We’re Looking For
* Experience of working on an IT field role along with exposure to ITIL processes.
* Experience of working in a customer‑facing environment on telephone and face‑to‑face.
* Experience within IT service delivery.
* Exceptional Customer Service and excellent interpersonal, communication and customer service skills.
* Excellent troubleshooting and problem‑solving skills.
* Practical experience of some or all of the following (Mandatory):
o Microsoft Windows Server and desktop operating systems
o Active Directory administration
o MS Exchange administration
o Microsoft RDS administration
o Hardware, peripherals, mobile devices
o TCP/IP, LAN and WAN troubleshooting
* Practical skills in the following specialist applications (Desirable):
o CSD, PlanetPress, VISProScript Connect, Buetema MDE, MultePOS
o 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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