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- Tasks: Provide first-line technical support and manage incidents for healthcare IT services.
- Company: Join Phoenix Medical Supplies, a leader in UK healthcare solutions making a real difference.
- Benefits: Enjoy 25 days annual leave, health cash plan, discounts, and fully funded training.
- Why this job: Be part of a dynamic team improving 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 professional development.
The predicted salary is between 28800 - 43200 £ 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 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 OS. 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 employees or professionals in the IT service delivery field. 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 Problem-Solving Skills: In your application, provide examples of your troubleshooting and problem-solving skills. Describe situations where you developed solutions for incidents or contributed to continuous service improvement.
Showcase Communication Skills: Since the role involves customer-facing interactions, emphasise your interpersonal and communication skills. Include examples of how you've effectively communicated with clients or team members in past positions.
How to prepare for a job interview at PHOENIX Medical Supplies Limited
✨Understand 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 or how you would approach incident management and request fulfilment.
✨Showcase Customer Service Skills
Since this role involves significant customer interaction, highlight your exceptional customer service skills. Share specific examples of how you've successfully resolved customer issues in the past, whether over the phone or face-to-face.
✨Demonstrate Technical Knowledge
Brush up on your technical knowledge related to Microsoft Windows Server, Active Directory, and other relevant technologies. Be ready to answer questions about troubleshooting techniques and provide examples of how you've handled technical problems.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you've had to develop solutions or workarounds for incidents and be ready to explain your thought process during those times.
