IT Support Analyst

The Christie NHS Foundation Trust; Manchester; On-site; GBP 24,000 - 30,000; Full time

Job summary

Join a leading cancer center as a 1st Line Support Analyst, providing essential IT assistance to staff across The Christie NHS Foundation Trust. This permanent role is perfect for those passionate about technology and dedicated to delivering exceptional customer service. You'll tackle IT incidents, collaborate with key teams, and ensure smooth operations within a vibrant digital services environment.

Qualifications

• Strong ability to provide first-class customer service.
• Experience in dealing with IT related issues.
• Technical aptitude for troubleshooting complex IT incidents.

Responsibilities

• Provide 1st Line Support for all logged IT incidents and requests.
• Respond to service desk tickets and deal with walk-ins.
• Track open tickets and maintain regular contact with staff.

Skills

Customer Service

Technical Support

Incident Management

Job description

This is an exciting opportunity to be a part of fast-paced support team within the Digital Services department of The Christie. Our Tech Bar team is a well-established, friendly support team who deal with around 4500 service requests a month.

The post holder will provide 1st Line Support of all logged IT incidents and requests remotely and on-site when required. The ability to provide a first-class customer service, whilst dealing with IT related issues, will play a large part of this role.

This role requires a combination of technical ability, customer care skills, and business awareness. The post holder will be required to respond to service desk tickets, deal with walk-ins and log incidents and service requests.

The post holder will work as a part of the 1st Line Team, taking advice and guidance from the 2nd Line support team or the IT Service Delivery Manager if required. You will be expected to develop close working relationships with all members of the Digital Services team.

This is a permanent on-site role and not homeworking.

To respond and resolve 1st line incidents and requests assigned from the 1st line support team, investigating, and rectifying complex IT issues.

Provide support throughout the Trust as well as remote sites e.g., peripheral clinics and Trust satellite sites.

Delivering an excellent quality, customer-focused service.

Provide advice and expertise on all aspects of IT relating to end user support within the trust.

Liaise with relevant third-party maintenance/support providers, recording and escalating any hardware/software issues as required.

Provide in-depth technical experience to troubleshoot incidents.

To ensure all support requests and incidents via any inbound channel are properly understood and recorded on our ITSM system.

To handle escalated tickets from 1st Line support team providing feedback when resolved to support the team’s development.

Track open tickets maintaining regular contact with individual staff or departments informing them of progress and expected resolution times.

Promote good and efficient working practices in the use of IT.

The Christie is one of Europe’s leading cancer centres, treating over 60,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 15% patients are referred to us from other parts of the country.

We provide radiotherapy through one of the largest radiotherapy departments in the world; chemotherapy on site and through 14 other hospitals; highly specialist surgery for complex and rare cancer; and a wide range of support and diagnostic services. We are also an international leader in research, with world first breakthroughs for over 100 years.

We run one of the largest early clinical trial units in Europe with over 300 trials every year. Cancer research in Manchester, most of which is undertaken on the Christie site, has been officially ranked the best in the UK.

For further details / informal visits contact: Name: Tobias Percival Job title: Service Delivery Manager Email address: [e-mail] Telephone number: 07876 138750

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care

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