Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide first-line IT support and manage incidents for healthcare services across the UK.
- Company: Join Phoenix Medical Supplies, a leader in delivering solutions to the UK healthcare industry.
- Benefits: Enjoy 25 days annual leave, health cash plans, discounts, and fully funded training.
- Why this job: Be part of a team that makes a real difference in healthcare while developing your IT skills.
- Qualifications: Experience in IT support and customer service is preferred; strong troubleshooting skills are essential.
- Other info: Work Monday to Friday with opportunities for career growth and continuous improvement.
The predicted salary is between 24000 - 36000 £ per year.
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 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 fulfillment, and access management services in accordance with ITIL processes as a first point of contact.
- Ensure tickets are actioned within SLA targets, using escalation processes where necessary.
- Develop solutions and workarounds for incidents and problems where none exist.
- 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 promptly to reflect changes.
- Contribute to Continuous Service Improvement by suggesting improvements to policies, processes, and procedures.
- Assist in meeting team and service performance KPIs set within the IT Service Operation Function.
- Ensure compliance with relevant IT and Data Security standards & policies at all times.
- Monitor key business systems for performance and availability through event and system monitoring, enabling reactive and proactive management of infrastructure and applications.
- Support Platform Specialists in client and server patching as required.
- Create and maintain knowledgebase articles and documentation.
What We’re Looking For:
- Experience in an IT field role with 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.
- Excellent interpersonal, communication, and customer service skills.
- Strong troubleshooting and problem-solving 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.
- Desirable: experience with CSDPlanetPressVISProScript ConnectBuetema MDEMultePOS, and 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 supporting healthcare costs (eyecare, prescriptions).
- iTrent Financial Wellbeing – an app for flexible pay management.
- 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 request fulfilment will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills, especially with Microsoft Windows Server and desktop OS. Being able to showcase your practical experience with these systems can set you apart from other candidates.
✨Tip Number 3
Prepare examples of your exceptional customer service skills. Think of specific situations where you successfully resolved issues or improved customer satisfaction, as this will resonate well with the interviewers.
✨Tip Number 4
Network with current or former employees of Phoenix Medical Supplies on platforms like LinkedIn. Gaining insights about the company culture and expectations can give you an edge in 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 specific examples of how you've successfully resolved technical issues or improved processes in previous roles.
Highlight Key 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, whether over the phone or in person.
Show Enthusiasm for Continuous Improvement: Demonstrate your willingness to contribute to Continuous Service Improvement. Mention any past experiences where you suggested improvements to policies or processes, and how those changes positively impacted your team or organisation.
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 according to 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 Problem-Solving Abilities
Prepare to discuss specific instances where you've developed solutions or workarounds for technical issues. This will showcase your troubleshooting skills and your ability to think critically under pressure, which is crucial for a first line support role.
✨Familiarise Yourself with Relevant Technologies
Make sure you have a good understanding of the technologies mentioned in the job description, such as Microsoft Windows Server, Active Directory, and TCP/IP. Being able to speak confidently about these technologies will demonstrate your readiness for the role.
