IT Service Desk Analyst – 1st Line Support

The Christie NHS Foundation Trust; Manchester; On-site; GBP 26,000 - 27,000; Full time

Job summary

The Christie NHS Foundation Trust in Manchester is seeking a Grade Band 3 IT Helpdesk Analyst for 37.5 hours per week in a permanent role. You will join the Digital Services' Tech Bar to provide first-line IT support both remotely and on-site, handling incidents, logging requests and guiding users with a customer-focused approach.

Key duties include logging and resolving 1st line tickets, coordinating with 2nd line, maintaining the ITSM system, and ensuring service levels.

Qualifications

• Educated to GCSE level or equivalent relevant experience.
• ITIL Foundation Certificate.
• Experience in customer service and 1st line IT support environments.

Responsibilities

• Log and respond to service desk calls, detailing key data and reference numbers.
• Provide proactive 1st Line IT support to Trust staff and remote sites.
• Escalate to 2nd Line and Desktop Support teams when needed.
• Ensure tickets are recorded in the ITSM system and tracked to resolution.
• Maintain regular updates to staff and monitor progress against SLAs.

Skills

Customer Service

1st Line IT Support

Remote & On-site Support

ITSM Knowledge

Education

GCSE level or equivalent

ITIL Foundation Certificate

Tools

Microsoft 365

Job description

The Christie NHS Foundation Trust in Manchester is seeking a Grade Band 3 IT Helpdesk Analyst for 37.5 hours per week in a permanent role. You will join the Digital Services' Tech Bar to provide first-line IT support both remotely and on-site, handling incidents, logging requests and guiding users with a customer-focused approach.

Key duties include logging and resolving 1st line tickets, coordinating with 2nd line, maintaining the ITSM system, and ensuring service levels.