First-Line IT Support Analyst (On-Call)

The Methodist Church in Britain; Manchester; On-site; GBP 21,000 - 32,000; Full time

Job summary

The Christie NHS Foundation Trust is seeking an IT Support Analyst to provide first-line technical support to staff across hardware, software and digital requests. You will log and track incidents, resolve straightforward issues, and escalate complex problems to specialist teams.

You will work within Digital Services, supporting remote and satellite sites, with on-call, out-of-hours and weekend shifts. Training and mentoring are provided to help you develop in a fast-paced NHS setting.

Qualifications

• GCSEs including English and Maths.
• Demonstrable customer service skills, responding effectively to enquiries.
• Demonstrable ability to organise and prioritise a workload with changing demands.
• Positive, flexible approach, coping with uncertainty in a busy environment.
• Experience using Microsoft 365 products.
• Excellent communication with staff at all levels of the organisation.
• Analytical problem-solving to identify and resolve a range of issues.
• Working on own initiative and to deadlines.
• Excellent time management.
• Knowledge of Windows operating systems and Microsoft products.

Responsibilities

• Log all Service Desk calls and record relevant details.
• Provide proactive first-line IT support to Trust staff.
• Track open tickets and update on progress and resolution times.
• Troubleshoot incidents and assist with hardware/software configurations.
• Escalate tickets to second line and flag priority tickets.
• Manage workload within service level agreements and meet KPIs.
• Advise staff on software to optimise system use.
• Liaise with third-party suppliers and support companies.
• Support remote sites including satellite clinics.
• Maintain the Digital Services CMDB and update ITSM notes.

Skills

Customer service

Communication

Time management

Problem-solving

Initiative

Education

GCSEs including English and Maths

Tools

Microsoft 365

Windows operating systems

Job description

The Christie NHS Foundation Trust is seeking an IT Support Analyst to provide first-line technical support to staff across hardware, software and digital requests. You will log and track incidents, resolve straightforward issues, and escalate complex problems to specialist teams.

You will work within Digital Services, supporting remote and satellite sites, with on-call, out-of-hours and weekend shifts. Training and mentoring are provided to help you develop in a fast-paced NHS setting.