About The Role
To provide an effective and professional service to customers 24 x 7 x 365 days of the year managing applications throughout their lifecycle. Responding to and resolving incidents effectively and quickly while assisting users to make more effective use of desk top systems, products and services and adhering to ITIL lifecycle incident and problem management processes.
Accountabilities:
* To restore service to normal working conditions as quickly as possible.
* Support documentation - recording all incidents and queries.
* Communication - escalation of incident to appropriate people when necessary.
* Support – make initial assessment to help customers.
* Classification – using tools and experience to escalate similar incidents to the appropriate people.
* Investigate and diagnose the incident. If incident is recognised to be a problem assign to the development team where more in depth investigation will be undertaken.
* Resolution – restoration of services and recording of all incident control actions.
* Closure – formally closing the incident by reviewing and categorising it and agreeing sign off by the customer.
* Monitoring and tracking – Tracking the progress of the incident and keeping the customer informed of progress.
* Responding within agreed SLA’s to all queries and incidents.
Why AAH?
AAH are the leading medical supplier in the UK, we impact millions of people across thousands of UK communities. From our network of branches, we distribute lifesaving medicines twice daily to pharmacies, hospitals and GP’s. We work collectively to make a difference. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods.
By working for AAH, you’ll have access to training and development programmes at all stages of your career through one of our many pathways, whether it’s a step into management, a regional role, or even at our Head office - the opportunities are endless.
Our ability to shape the future of healthcare depends on the passion and hard work of our people. As well as the benefits you would expect; 25 Days Annual Leave, plus bank holiday, pension scheme, company bonus scheme, we also offer:
* Market leading maternity, paternity and adoption leave
* Full support from our employee assistance programme including a health and well-being app
* Shopping Discounts
About You
* Decides the most appropriate course of action to resolve incidents.
* “A” level standard education or equivalent (degree level education or equivalent preferred).
* Experience with any of the following technologies and the support of applications utilising them would be an advantage: Azure, UNIX/Linux, SQL Server, SQL, Scripting languages (e.g. Shell script, Java Script, Pearl, Python).
* A general understanding of programming concepts.
* Good organising and administrative skills.
* Well developed interpersonal and communication skills.
* Well developed numerical and verbal reasoning and literacy skills.
* Analytical approach to diagnosing and solving problems, good attention to detail and quality of output.
* Self-motivated with a flexible approach and a sense of teamwork.
About Us
Every day, millions of people rely on AAH Pharmaceuticals to deliver their medicines. We are the UK's leading wholesaler and distributor of pharmaceutical and healthcare products, serving pharmacies, hospitals and doctors nationwide. We offer services across the whole supply chain, from medicines manufacturers to delivery to the end consumer, supplying a full range of healthcare products including ethicals, generics, PIs and OTCs. We are defined by our ICARE values and we pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our talent acquisition team.
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