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- Tasks: Provide first-line technical support and manage incidents for a healthcare company.
- Company: Join Phoenix Medical Supplies, a leader in UK healthcare solutions.
- Benefits: Enjoy 25 days annual leave, health cash plan, and discounts.
- Why this job: Make a real impact in healthcare while developing your IT skills.
- Qualifications: Experience in IT support and exceptional customer service skills required.
- Other info: Full training provided through the Apprenticeship Scheme.
The predicted salary is between 24000 - 36000 £ per year.
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.
First Line Technical Support employer: PHOENIX Medical Supplies Limited
Contact Detail:
PHOENIX Medical Supplies Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land First Line Technical Support
✨Tip Number 1
Familiarise yourself with ITIL processes, as they are crucial for the role. Understanding incident management and service delivery will help you stand out during interviews.
✨Tip Number 2
Brush up on your technical skills, especially with Microsoft Windows Server, Active Directory, and troubleshooting TCP/IP issues. Being able to demonstrate practical knowledge in these areas can give you an edge.
✨Tip Number 3
Prepare to showcase your customer service experience. Think of specific examples where you've successfully resolved issues or improved customer satisfaction, as this is key for a first line support role.
✨Tip Number 4
Network with current or former employees of Phoenix Medical Supplies. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace First Line Technical Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and customer service. Emphasise any exposure to ITIL processes and specific technologies mentioned in the job description, such as Microsoft Windows Server and Active Directory.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your commitment to exceptional customer service. Mention how your skills align with the responsibilities of the role, particularly in incident management and problem-solving.
Highlight Relevant Skills: In your application, clearly outline your technical skills, especially those related to troubleshooting and supporting various IT systems. Use specific examples from your past experiences to demonstrate your capabilities.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial in a technical support role.
How to prepare for a job interview at PHOENIX Medical Supplies Limited
✨Know Your ITIL Basics
Since the role involves incident management and request fulfilment following ITIL processes, make sure you brush up on the basics of ITIL. Be prepared to discuss how you've applied these principles in previous roles or how you would approach them in this position.
✨Showcase Your Customer Service Skills
This position requires exceptional customer service skills, so be ready to share examples of how you've successfully handled customer interactions in the past. Highlight any challenging situations and how you resolved them to ensure customer satisfaction.
✨Demonstrate Technical Knowledge
Familiarise yourself with the technologies mentioned in the job description, such as Microsoft Windows Server, Active Directory, and TCP/IP troubleshooting. Be prepared to answer technical questions or even solve a problem on the spot to showcase your expertise.
✨Prepare Questions for Them
Interviews are a two-way street, so prepare thoughtful questions about the team dynamics, company culture, and expectations for the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
