IT Support Technician

The Christie NHS Foundation Trust; Manchester; On-site; GBP 30,000 - 42,000; Full time

Job summary

The Christie NHS Foundation Trust in Manchester is seeking a capable 2nd Line Technical Support engineer to join our Digital Services Tech Bar. You will diagnose and resolve complex IT incidents and requests, remotely and on-site as required, ensuring a fast, customer-focused service for staff across the Trust.

You will handle escalated tickets, log incidents in our ITSM system, and work with the Tier 2 Team Lead and IT Service Delivery Manager to maintain high standards.

Qualifications

• Provide 2nd line IT support and resolve complex incidents.
• Respond to service desk tickets and log incidents via the ITSM system.
• Balance remote and on-site support to staff across the Trust.
• Collaborate with Tier 2 Lead and IT Service Delivery Manager to maintain standards.

Responsibilities

• Diagnose and resolve complex IT issues remotely or on-site.
• Log incidents and manage tickets with timely updates to staff.
• Coordinate with third-party maintenance/providers as needed.
• Promote best practices for efficient IT support across the Trust.

Skills

2nd line IT support

Customer service

ITIL / ITSM awareness

On-site & remote support

Tools

ITSM system

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 well established, friendly support team who deal with around 4500 service requests a month.

The post holder will provide 2nd Line Technical Support, resolving complex IT incidents and requests remotely and on-site when required. The ability to technically diagnose 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 2nd Line Team, take advice and guidance from the Tier 2 Team Lead 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 2nd 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, looking after more than 64,000 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 25% patients are referred to us from other parts of the country.

We are the largest radiotherapy provider in the NHS with one in 20 treatments delivered at The Christie. We have up to 15 linear accelerators operating across our network of sites. We operate the largest chemotherapy unit in the UK on our main site and treatments are also provided at 13 other networked sites, and in patients homes. And as a specialist tertiary surgical centre, we focus on rare cancers, complex procedures, and multidisciplinary approaches to cancer surgery, specialising in colorectal, peritoneal, gynaecological, urological and plastic surgery.

We are also an international leader in research, with world first breakthroughs for over 100 years. We have been named by the UK’s National Institute for Health Research (NIHR), as one of the best hospitals providing opportunities for patients to participate in clinical research studies, with more than 800 studies open at any time, caring for over 3,000 patients.

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