IT Support Analyst

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., * Responsible for logging all Service Desk 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 Service Desk minimum data set requirement.

• To provide proactive technical 1st Line IT support to all Trust staff.
• To escalate tickets to the 2nd Line and Desktop Support teams.
• 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 are 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 Service Desk 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 Service Desk calls.
• Liaise with third party suppliers and support companies as required.
• To adhere to all Service Desk 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.

• Educated to GCSE level or equivalent relevant experience., * Customer service skills and fault resolution advising on a wide range of 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.
• Experience in using Microsoft 365 products., * Experience of working in an NHS organisation.
• Previous experience within a 1st or 2nd line IT support role.
• Worked in large organisation/busy office.
• IT Department background in customer service., * Excellent communication skills - verbal, written, presentational and interpersonal.
• Ability to communicate with a variety of staff at different levels within the organisation.
• Ability to analyse situations / information to identify and resolve a range of problems.
• 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.
• Excellent time management., * Knowledge of the working practices of NHS Trusts.
• Working knowledge of Microsoft Active Directory, DHCP, DNS and Group Policy.
• Understanding of networking / LAN / WAN / Wi-Fi.
• A genuine interest in IT technologies and working ‘hands on’ within the field.
• Knowledge and understanding of SLAs & priorities., * 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.
• Promotes change and improvement., * Ability to undertake shift working including on-call, out-of-hours, weekend, and Public Holidays.
• Able to move computer equipment around the Trust.

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.