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- Tasks: Provide first line technical support and manage IT incidents for healthcare services.
- Company: Join Phoenix Medical Supplies, a leader in delivering solutions to the UK healthcare industry.
- Benefits: Enjoy 25 days annual leave, health cash plan, high street discounts, and funded training.
- Why this job: Make a real difference in healthcare while developing your IT skills in a supportive environment.
- Qualifications: Experience in IT support and customer service; knowledge of ITIL processes is a plus.
- Other info: Work Monday to Friday, with opportunities for career growth and continuous improvement.
The predicted salary is between 22768 - 28461 £ per year.
Location: Runcorn
Salary: £28,461.32
Working Pattern: Monday to Friday 09.00 – 17.15, 37.5 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 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:
- 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 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.
- 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 We’re 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 (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 in these specialist applications (Desirable): CSD PlanetPress, VIS ProScript, Connect, Buetema, MDE, MultePOS, Avaya telephone system administration including Contact Centre.
What We Offer:
- 25 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.
First Line Technical Support employer: PHOENIX Medical Supplies Ltd.
Contact Detail:
PHOENIX Medical Supplies Ltd. 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 this role heavily relies on them. Understanding incident management and request fulfilment will give you a solid foundation to discuss during your interview.
✨Tip Number 2
Brush up on your troubleshooting skills, especially with Microsoft Windows Server and desktop operating systems. Being able to demonstrate your problem-solving abilities in real-time scenarios can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your customer service experience. Since this role involves direct interaction with clients, having examples ready of how you've successfully handled customer queries or issues will be beneficial.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach during the 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 specific examples of how you've successfully resolved technical issues or improved processes in previous roles.
Highlight Relevant Skills: In your application, clearly outline your troubleshooting and problem-solving skills. Provide examples of how you've used these skills in a customer-facing environment, especially in relation to the technologies listed in the job description.
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 and professionalism, which are crucial in a technical support role.
How to prepare for a job interview at PHOENIX Medical Supplies Ltd.
✨Know Your ITIL Processes
Familiarise yourself with ITIL processes, as they are crucial for the role. Be prepared to discuss how you've applied these principles in previous positions, especially in incident management and request fulfilment.
✨Showcase Your Customer Service Skills
Since this role involves a lot of customer interaction, highlight your experience in providing exceptional customer service. Share specific examples of how you've resolved issues or improved customer satisfaction in past roles.
✨Demonstrate Technical Proficiency
Be ready to talk about your hands-on experience with Microsoft Windows Server, Active Directory, and other relevant technologies. Prepare to answer technical questions or even troubleshoot a hypothetical scenario during the interview.
✨Emphasise Problem-Solving Abilities
Prepare to discuss your approach to troubleshooting and problem-solving. Think of examples where you developed solutions or workarounds for incidents, and be ready to explain your thought process.
