IT Support Analyst

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

This IT Support Analyst sits within Digital Services at The Christie NHS Foundation Trust and suits people with some IT knowledge or those starting a career in technology. The core work is first-line support for Trust staff on hardware, software and digital requests, logged and escalated through the ITSM system. Support also covers remote and satellite sites, with training and mentoring provided. On-call, out-of-hours and weekend shift working is essential.

What the job involves

• Log all Service Desk calls, issue reference numbers and record time, date, caller, location and description, per the minimum data set
• Provide proactive first-line technical IT support to all Trust staff, aiming for first-time resolution
• Track open tickets and keep staff informed of progress and expected resolution times
• Troubleshoot incidents and support the installation and configuration of hardware and software
• Escalate tickets to second line and IT Asset & Procurement teams, and flag P1 and P2 tickets to the line manager
• Manage personal workload within service level agreements and meet Service Desk KPIs
• Advise staff on software so they make best use of systems and reduce future calls
• Liaise with third-party suppliers and support companies
• Support remote sites, including peripheral clinics and satellite sites
• Maintain the Digital Services asset database (CMDB) and keep the ITSM system updated, including notes and knowledge base articles
• Report high-priority security breaches to the line manager and follow security practice when handling confidential information
• Follow Service Desk and Trust processes and contribute to a personal development plan

Qualifications

• GCSEs including English and Maths

Experience

• 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

Skills & knowledge

• 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

Other

• Shift working, including on-call, out-of-hours, weekend and public holidays
• Ability to move computer equipment around the Trust
• Demonstrates the Trust's values and behaviours
• Professional, calm and efficient manner
• Challenges constructively, accepts challenge and promotes change and improvement

Nice to have

• T-Level, BTEC or equivalent
• Background in IT customer service
• Previous first-line IT support experience
• Experience of working in an NHS organisation
• Awareness of the NHS and the role IT plays in patient care
• Genuine interest in IT and a wish to build a career in it, with enthusiasm for learning
• Experience using common digital technologies in work, education or personal settings
• Evidence of continuing professional and personal development