IT Support Technician

The Christie International; Manchester; On-site; GBP 30,000 - 38,000; Full time

Job summary

The Christie NHS Foundation Trust in Manchester is seeking a skilled 2nd Line IT Support professional for its Digital Services Tech Bar. You will diagnose and resolve complex incidents, logging and tracking requests while collaborating with Tier 2 leadership, and supporting both on-site and remote locations.

This on-site role requires experience in Microsoft environments and ITIL practices, with opportunities to contribute to a busy NHS IT service.

Qualifications

• GCSE level or equivalent relevant experience.
• ITIL Foundation Certificate or equivalent experience.
• SDI Service Desk Analyst.
• MCSA / MCSE or equivalent certification.

Responsibilities

• Log and answer Tech Bar calls with details and reference numbers.
• Provide proactive Tier 2 IT support to Trust staff.
• Handle escalated tickets from Tier 1 and provide feedback for development.
• Ensure all incidents are logged in ITSM and tracked with progress updates.
• Support remote sites and internal users, including software/hardware configuration.
• Aim for first-time resolution and maintain service levels.

Skills

Excellent communication

Autonomous working

Analytical problem-solving

Explain tech to staff

Plan tasks

Team player

Education

GCSE level or equivalent

ITIL Foundation Certificate

SDI Service Desk Analyst

MCSA/MCSE

Tools

SCCM

Citrix

Active Directory

DNS

DHCP

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.

Main duties of the job

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.

Working for our organisation

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.

Detailed job description and main responsibilities

DUTIES AND RESPONSIBILITIES

Responsible for logging all Tech Bar calls reported by users and answer all enquiries, detailing time and date, customer name and location and the description of the call as well as issuing a call reference number to the user, in line with our Tech Bar minimum data set requirement.

To provide proactive Technical Tier 2 IT support to all Trust staff.

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

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

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

Provide in-depth technical experience to troubleshoot incidents.

Report any high priority security breaches to your line manager.

Responsible for ensuring any P1 or P2 ticket is highlighted to your line manager.

Support the installation and configuration of IT hardware and software as directed.

Support the video conferencing facilities as required.

To deliver exceptional Customer Service striving to achieve first time resolution.

To proactively manage all personal workloads, ensuring all tickets are worked on within the set Service Level Agreements.

To achieve the set Tech Bar KPI’s and Service Level Agreements.

Provide software advice on a variety of systems to enable Trust staff to best utilise available IT systems and resources reducing future Tech Bar calls.

Liaise with third party suppliers and support companies as required.

To adhere to all Tech Bar technical processes and guidelines as well as Trust processes and standards.

Support and maintain the Digital Services Asset database (CMDB).

To ensure the ITSM system is fully updated with all activity including notes, to do’s and knowledge base articles.

Adhere to security best practices given the confidential information that the post holder may come into contact within their role.

To contribute towards a personal development plan, ensuring technical knowledge is continually improved.

Provide support of remote sites e.g., peripheral clinics and Trust satellite sites.

Any other tasks as reasonably required and requested.
To participate in a staff rota covering our core business support hours which is between 8am and 6 pm Monday to Friday excluding bank holidays.

Qualifications

• Educated to GCSE level or equivalent relevant experience.
• ITIL Foundation Certificate or equivalent experience.
• SDI Service Desk Analyst.
• MCSA / MCSE or equivalent certification.

Experience

• Customer service skills and fault resolution advising on a wide range of IT issues and problems.
• Multi-tasking ability required to deal with multiple incidents awaiting resolution.
• Positive and flexible approach to work with an ability to cope with uncertainty and adapt whilst working in a busy environment.
• IT Department background either Desktop Support/Deployment or Service Desk Support 2nd Line.
• Experience supporting Microsoft Office products as well as web-based applications.
• Application, Hardware, and Operating System investigation diagnosis and testing.
• Remote support technologies such as SCCM, Citrix etc...
• Experience in troubleshoot Active Directory, GPOs, DNS, and DHCP issues.
• Experience of working in an NHS organisation.
• Worked in large organisation/busy office.
• Preparation of short written reports.
• Experience of managing small project.

Skills

• Excellent communication skills – verbal, written, presentational and interpersonal.
• Ability to work and make decisions autonomously.
• Strong analytical and problem-solving skills
• Ability to communicate system and technical issues to a variety of staff at different levels within the organisation.
• Ability to analyse situations / information to identify and resolve a range of problems.
• Plan tasks and activities which may require adjustment due to variable workload / interruptions.
• Ability to use own initiative, coach individuals
• Able to work to deadlines, prioritise and manage workload in a busy and changing environment.
• Well presented, flexible, positive, resilient, methodical, team player.
• Ability to think creatively.

Knowledge

• Excellent working knowledge of supporting a Microsoft Windows 10 environment.
• Microsoft Office 2016 onwards.
• Working knowledge of Microsoft Active Directory.
• Basic network knowledge including LAN, WAN, VPN, VOIP technologies.
• Knowledge and understanding of SLAs & priorities.
• Knowledge of the working practices of NHS Trusts.

Values

• You will demonstrate your values and behaviors mirror those of the Trust, available at: https://www.christie.nhs.uk/about-us/about-the-christie/the-christie-commitment
• Professional, calm, and efficient manner.
• Challenges constructively and accepts constructive challenge from others.
• Promotes change and improvement.

Other

• Office based role with the need for travel to Christie managed sites as necessary.
• Ability to participate in out- of-hours on-call Rota as required.
• Ability to undertake shift working including out-of-hours, weekend, and Public Holidays.
• Able to move computer equipment around the Trust.
• Evidence of continuing professional and personal development.
• Driving Licence / Car Owner.

The closing date for this post may be extended if there are insufficient applicants or brought forward if there is a high volume of applicants.
Application Information - If you have not heard from us within four weeks of the closing date, I regret that on this occasion your application will have been unsuccessful.

Sponsorship Information - We are an approved sponsoring organisation. Applications will be considered from applicants requiring sponsorship alongside all other applications. Please be aware, not all roles are eligible for sponsorship. You can review the list of eligible role and requirements on the government website.

Pre-Employment Checks - To confirm your suitability for the role, we will carry out pre-employment checks in line with NHS Employment Check Standards . These include:

• Identity verification
• Right to work check
• Disclosure and barring service (DBS)/Criminal record check (dependent on role, payment of this will be the applicants responsibility)
• Professional registration and/or qualification check
• Occupational health assessment
• Employment history and reference validation

All applicants external to The Christie NHS Foundation Trust will be required to provide their HMRC employment history to cover the most recent three years employment. This information will used to validate employment history andreferences.

If you require sponsorship, we will assess your eligibility based on current government guidance. If the role is not eligible and you cannot demonstrate your right to work, your conditional offer may be withdrawn.

If You're Offered the Role - you will be agreeing to The Christie NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job information will also be transferred into the national NHS Electronic Staff Records system. Please note, all communication regarding your application will be made via email, please ensure you check your junk/spam folders as emails are sometimes filtered there.

The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and will form part of the recruitment process. In the event that you are successful following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.
Sponsorship Information - We are an approved sponsoring organisation. Applications will be considered from applicants requiring sponsorship alongside all other applications. Please be aware, not all roles are eligible for sponsorship. You can review the list of eligible role and requirements on the government website.
No Smoking Policy - You should be aware the Trust operates a No Smoking Policy and therefore employees are not permitted to smoke at work.

We want to ensure that everyone who works at the Christie or uses our services is welcomed, valued and treated with dignity and respect.The Christie values diversity and is committed to ensuring equal opportunities for all and fair representation across the organisation at all levels. In support of these commitments, we particularly welcome applications from Black, Asian and other ethnic minority people and people with disabilities for this post. Appointment will be only on merit.

We are committed to creating a balanced and diverse workforce. As such we welcome and encourage applications from people of all backgrounds. Together we will foster inclusion and tackle inequity and health inequalities in cancer care.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

The Christie NHS Foundation Trust is committed to the highest standards of ethical conduct and integrity in all our activities. We have a zero-tolerance approach to modern slavery in any of its forms, including slavery, servitude, forced or compulsory labour, and human trafficking. We are fully committed to acting ethically and with transparency in all our business dealings and relationships, and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our organisation or supply chains.