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Our people make the difference. Here at PHX Ireland, we strive to be a place for everyone - where each and every one of us can be our true, authentic selves, every single day.
For us, individuality sparks new ideas, shapes new approaches and brings us powerful new perspectives. It’s the heartbeat of our innovation, creativity, and success. Which is why, at PHX Ireland, we don’t just embrace our differences – we celebrate them.
Across United Drug, McCabes Pharmacy, and TCP Homecare, in every location and every role, the way we work makes us who we are – and that’s something we are really proud of. Which is why we’ve summed up our ethos in our six PHX Ireland values; Customer focused, Quality driven, collaborative, ambitious, innovative, and inclusive.
The Service Desk Analyst role will sit within the Service Support & Shared Systems team reporting into the IT Service Support and Delivery Manager for Ireland. The Service Desk Analyst will be responsible in providing exceptional, high-quality, professional client technical and application support to the internal Irish business user community.
This position exemplifies outstanding customer service skills when responding to customer’s technical problems received via a ticketing system. This position will also partner with other IT technical teams to troubleshoot issues outside of Service Desk analyst’s immediate responsibility or skill set.
Duties And Responsibilities
* Accurately record and update IT related issues and requests using a ticketing system, ensuring the provision of a first-class level of customer services.
* Performs technical troubleshooting of supported client and business applications.
* Conduct root cause analysis of incidents, ensuring complete understanding and remediation of all issues.
* Provides daily written updates on status of current tickets, open issues, and projects tasks.
* Document’s system problems and resolution for future reference.
* Support Office / M365 including Enterprise & Mobility environments.
* Support on-premises and Azure AD environments (creating/disabling user profiles on active directory and ensuring that they have the right groups/permission assigned so they can access file server, printer servers.)
* Support of all desktop operating systems, laptops, desktops, printers, and peripherals.
* Support of mobile devices such as the iPhone, iPad, Android Devices, HHT scanners.
* Interacts with vendors to facilitate the resolution of escalated tickets.
* Maintains technical documentation related to the configuration of production components (i.e., hardware, operating system, applications, management tools, etc.) including installation and troubleshooting instructions for each.
* Participate in wider IT Projects and Ad hoc duties as required.
* Take personal responsibility to keep up to-date with new technologies, systems, and solutions.
* Contribute to service improvement projects across the Service Support & Shared Systems team as required.
Competencies / Skills
* Excellent relationship management skills with the ability to build a strong ‘one team’ mentality.
* Excellent time management & organisational skills with the ability to work under pressure.
* Excellent written and oral communication skills; calm, polite and professional.
* Service oriented, adaptable, and resilient.
* Results oriented with personal accountability.
* Analytical thinker with the ability to define and present information e.g., KPIs.
* Excellent people skills including listening, building rapport and an awareness of internal and external issues.
Qualifications & Experience
* Third Level bachelor’s degree for an accredited college, or equivalent experience/combined education.
* 1+ year’s professional experience within an ICT & Operations environment.
* 1+ year’s professional experience with M365 services.
* 1+ year’s professional experience MS Azure Active Directory.
* Previous experience with Pharmaceutical or EPOS systems is a distinct advantage.
* Professional Qualifications: ITIL v2, v3 certification, desirable.
* Excellent working knowledge of IT Service Management tools illustrated through previous work experience.
About PHX Ireland & PHOENIX Group
PHX Ireland Group is Ireland’s leading fully integrated healthcare provider. We deliver health.
We are comprised of United Drug, Ireland’s leading pharmaceutical wholesaler and distributor; McCabes Pharmacy, Ireland’s leading community pharmacy chain; and TCP Homecare, innovators in clinical home nursing services and direct to patient delivery solutions.PHX Ireland Group employs over 1,800 people, operates 5 distribution centres and pharmacies nationwide, delivering over 85 million packs to Irish pharmacies and hospitals and serving 500,000 patients each year. By working together to provide these solutions, PHX Ireland can enable a sustainable healthcare system and support Irish Healthcare.PHX Ireland is part of the PHOENIX group, Europe’s leading healthcare provider. Headquartered in Mannhein, Germany, the PHOENIX group brings together more than 48,000 employees from 29 countries, includes 223 pharmaceutical distribution sites, and more than 3200 owned pharmacies and 17000 partner pharmacies. Every day, the PHOENIX group makes an important contribution to comprehensive and safe healthcare in Europe.We strive to foster an open and inclusive environment, embracing applications from individuals of all backgrounds. Our commitment lies in ensuring an accessible interview process for all candidates. If you require additional support or accommodations to attend an interview, we kindly encourage you to reach out to jobs@phxireland.ie
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Pharmaceutical Manufacturing
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