IT Support Technician

Manchester University NHS Foundation Trust; Manchester; On-site; GBP 26,000 - 30,000

Job description

Job Summary

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 Lead Support Technician 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.

About Us

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.

Date posted

26 March 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

413-93442-FB-LS

Job locations

IT ICT - E00387

Manchester

M20 4BX

Job Description

Job 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 teams 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 KPIs 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 dos 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.

Person Specification

Qualifications Essential

• Educated to GCSE level or equivalent relevant experience.
• ITIL Foundation Certificate or equivalent experience.

Desirable

• SDI Service Desk Analyst.
• MCSA / MCSE or equivalent certification.

Experience Essential

• 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.

Desirable

• Experience of working in an NHS organisation.
• Worked in large organisation/busy office.
• Preparation of short written reports.
• Experience of managing small project.

Skills Essential

• 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.

Desirable

• Ability to think creatively.

Knowledge Essential

• 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.

Desirable

• Knowledge of the working practices of NHS Trusts.

Values Essential

• You will demonstrate your values and behaviors mirror those of the Trust.
• Professional, calm, and efficient manner.
• Challenges constructively and accepts constructive challenge from others.

Other Essential

• 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.

Desirable

• Evidence of continuing professional and personal development.
• Driving Licence / Car Owner.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

The Christie NHS FT

Address

IT ICT - E00387

Manchester

M20 4BX

Employer's website

https://www.christie.nhs.uk/