Digital IT Support Technician

Manchester University NHS Foundation Trust; Manchester; On-site; GBP 27,000 - 31,000; Full time

Job summary

A leading healthcare organization is seeking a Digital IT Support Technician to enhance IT services and support for patient care. You'll be the first point of contact for IT users, handling queries and incidents related to applications and equipment. The role involves working on first and second line support issues, ensuring customer satisfaction in a fast-paced environment. Candidates should have a relevant IT qualification and experience in technical support, particularly within healthcare settings. This position is based in Manchester, offering competitive compensation and the opportunity for career development.

Qualifications

• Higher National Certificate / Diploma or equivalent or relevant experience.
• Experience in customer facing IT service delivery environment.
• Proven experience in providing first and second line support.

Responsibilities

• Log and resolve IT queries and incidents.
• Provide first line support for system users.
• Participate in the delivery of efficient IT support service.

Skills

Customer service skills

Problem-solving ability

Technical background in IT

Knowledge of Microsoft products

Experience with service desk systems

Education

Higher National Certificate / Diploma in IT

Evidence of Personal Development

Tools

Service desk systems

Microsoft SCCM

Job description

Digital IT Support Technician

The closing date is 29 December 2025

Give IT support where it really makes a difference

Our ambition is to build on our leading initiatives and revolutionise the way we work together. That's why we're embarking on a programme of unprecedented transformation that will see cutting‑edge digital solutions integrated across all our sites and services. This is an opportunity to develop your skills at the forefront of advances in healthcare management.

You’ll work in one of the most progressive and innovative Informatics departments in the NHS, backed by significant multi‑million pound investment. From introducing enterprise‑wide Electronic Patient Records (EPR) to data warehousing and business intelligence that support the decision‑making of clinical and operational staff, we’re using technology to increase organisational efficiency and improve patient health outcomes.

The role

As digital solutions roll out across MFT, effective IT support services become ever more important to delivering patient care. As the first point of contact for users, and a key member of the IT Support team, you’ll log and resolve queries, incidents, problems and requests relating to both equipment and applications. Working on first‑ and second‑line IT technical support issues, you’ll take ownership of calls, escalating where necessary, and adhering closely to service level agreements. You’ll also help to coach and support less‑experienced members of the team.

Main duties of the job

Participate in the delivery of an efficient, responsive, effective and customer focused IT support service. IT Technicians will have responsibility for ensuring that IT technical support is provided to appropriate levels of customer service in line with corporate Service Level Agreements.

The IT support teams provide 2nd line support across all trust locations and users and will coordinate the escalation of all non‑resolved incidents and service requests to the IT Support Manager. Assist in the day‑to‑day coordination of work in own area.

Provide specialist training for staff from own or other disciplines on own subject area, when required. Participate in an on‑call or out‑of‑hours service, when required.

This role will be predominantly IT Support but will involve some specific workflows and will require additional desirable qualities in relation to the Vocera Clinical Communications System.

Key functions

• Act as first line support for system users providing advice and guidance, resolving software problems where possible
• Assist in the production of a wide range of timely, verified information to meet ad‑hoc requirements
• Act upon own initiative with regards to issues/problems/trends relating to the day‑to‑day administration of the Vocera system

About us

Join Manchester University NHS Foundation Trust (MFT), the largest provider of specialist services, and our Oxford Road Campus in Manchester, the largest health academic campus in Europe - a great place to shape your career. With a workforce of over 30,000 colleagues, we work together to deliver exceptional care to more than 1 million people every year. Behind every patient cared for are people like you – keeping services running smoothly, supporting clinical teams, and helping create safe, welcoming environments for patients and our people alike.

At MFT, we believe in the power of teamwork, respect, and inclusion. Our People Plan reflects our commitment to making MFT a place where everyone feels they belong, where your ideas are heard, and your contribution is truly valued. Join us and work smarter with our digital technology and thrive in a collaborative culture that empowers you to deliver your best, ensuring your work behind the scenes creates seamless, high‑quality care and exceptional patient outcomes. Whether you’re just starting out or looking to grow, we offer clear pathways for development and a culture that supports your wellbeing, ambition, and success. Everything you do makes a real difference to the lives of others.

Diversity Matters

MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, please contact the manager named below.

Person Specification

Qualifications

• Higher National Certificate / Diploma or equivalent or relevant experience
• Evidence of Personal Development
• Higher National Certificate / Diploma or equivalent qualification in an IT related subject

Experience Knowledge

• Technical background in IT working in an Infrastructure support role
• Experience in working in customer facing IT service delivery environment
• Experience in the use of service desk systems and call distribution systems
• Proven experience in providing first and second line support within the PC Client Environment; including PC hardware; operating systems; printers; other peripherals; associated software packages; Configuration Management including remote support
• Working knowledge of backup, operational and service continuity processes
• Working knowledge of Local Area Networks / Wide Area Networks and Server Support
• Previous experience in NHS IT environment
• Knowledge of Internet / Intranet concepts
• Good working knowledge of Microsoft products including Microsoft Office Suite, Microsoft SCCM
• Knowledge of IT Infrastructure Library (ITIL) Best Practice
• Project Management methodology

Employer name

Manchester University NHS Foundation Trust

£27,485 to £30,162 a year per annum (pro rata)