Service Desk - Back Officer Engineer

Reporting to: Technical Manager

Location: Cardiff Office

Department: Service Desk

Information Security Profile: HIGH

· This role will be privy to confidential and sensitive information on a frequent basis and as such the individual undertaking the role will be expected to treat all information as sensitive, discussing it only with those people who have the necessary authority.

Key Responsibilities

Redstor Backup Management

· Monitor Redstor backups and investigate failed or incomplete backup jobs.

· Complete Redstor installations, upgrades and configuration for new and existing pharmacy sites.

· Carry out restore testing where required and support recovery activities.

· Maintain accurate records of backup coverage, status and remedial actions.

Antivirus \& Endpoint Security

· Manage antivirus protection across supported pharmacy devices.

· Review security alerts, investigate issues and coordinate remediation.

· Confirm devices remain protected and aligned with agreed security standards.

Patch Management

· Coordinate and deploy operating system and application patches.

· Monitor patch compliance and resolve failed deployments.

· Prioritise security updates and maintain clear records of outstanding risks or exceptions.

Pharmacy Ownership Changes

· Coordinate the IT activities required when a pharmacy changes ownership.

· Arrange account, access and configuration changes while protecting business continuity.

· Work with internal teams and pharmacy contacts to ensure activities are completed accurately and on time.

New Store Openings \& Account Setup

· Own the technical readiness checklist for new AAH pharmacy openings.

· Create and configure user accounts, access permissions and required business applications.

· Coordinate device and system setup, complete pre\-opening checks and support go\-live.

· Update asset, access and support records once the new site is operational.

Operational Support \& Administration

· Manage assigned incidents, service requests and planned tasks within agreed service levels.

· Keep tickets, procedures, installation records and knowledge articles accurate and up to date.

· Provide clear updates to pharmacy contacts and escalate risks or delays appropriately.

· Identify repeat issues and opportunities to improve, standardise or automate back\-office activities.

Skills \& ExperienceEssential

· Hands\-on experience supporting Windows devices, user accounts and business applications.

· Experience of backup administration, ideally using Redstor.

· Experience managing antivirus or endpoint security tools.

· Good understanding of patch management, security updates and operational risk.

· Strong troubleshooting, organisation and record\-keeping skills.

· Clear communication and a customer\-focused approach.

Desirable

· Experience supporting pharmacy, retail or other multi\-site environments.

· Knowledge of Microsoft 365, identity and endpoint management platforms.

· Experience supporting new site openings, ownership transfers or structured deployment activity.

Key Behaviours

· Proactive and accountable, with strong ownership of tasks through to completion.

· Accurate and detail\-focused, particularly when managing access, backups and security controls.

· Calm and organised when balancing planned work with operational priorities.

· Collaborative, approachable and confident working with technical teams and pharmacy stakeholders.

Measures of Success

· Backup, antivirus and patching activities are completed and recorded accurately.

· New store openings and pharmacy ownership changes are delivered with minimal disruption.

· Accounts and access are configured correctly and ready when required.

· Incidents, risks and failed jobs are identified early, communicated clearly and progressed to resolution.

In addition to the above duties, the post holder must be prepared to undertake such additional duties as may arise from changing business requirements.

All employees are expected to comply with Vista Retail Support management systems and procedures and conform to the requirements of all standards and certifications held by Vista Retail Support Ltd.

Vista Retail Support's Values

• To do the best we can for our business, our customers and our colleagues.


• To demonstrate honesty, integrity and flexibility in all that we do.


• To be transparent in our operations.


• Respect our environment.


• Return value to our shareholders.


• To be committed to our people.

• To be the partner of choice for the provision of technology services in the UK \& Europe.


• To deliver on our commitments to all of our customers both external and internal.


• Create a great environment where Vista people become the best they can be and are able to discover for themselves and educate others in the field of technology support.

Benefits:

• Casual dress


• Company pension


• Free flu jabs


• Free parking


• On\-site parking


• Private medical insurance

This listing is from Indeed. View original listing ↗