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IT Support Analyst

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The Christie NHS Foundation Trust

1mo ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Manchester

AI generated summary

  • You need strong technical skills, customer care expertise, and business awareness to handle service desk tickets, provide end-user support, and ensure efficient IT practices.
  • You will resolve IT incidents and requests, support users across sites, liaise with third parties, document issues, manage escalated tickets, and promote efficient IT practices.

Requirements

  • 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.
  • 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.

Responsibilities

  • 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.

FAQs

What is the primary role of the IT Support Analyst at The Christie?

The primary role of the IT Support Analyst is to provide 1st Line Support for all logged IT incidents and requests, both remotely and on-site, ensuring a first-class customer service during the resolution of IT-related issues.

Is this position remote or on-site?

This is a permanent on-site role and not eligible for homeworking.

What are the working hours for the IT Support Analyst position?

The job description does not specify exact working hours, but you will be working as part of a fast-paced support team responding to service desk tickets and assisting users as needed.

What level of technical support will the IT Support Analyst provide?

The IT Support Analyst will provide 1st Line Support, which includes troubleshooting and resolving incidents and requests, but may escalate more complex issues to the 2nd Line support team or the IT Service Delivery Manager.

How many service requests are handled by the Tech Bar team monthly?

The Tech Bar team deals with around 4,500 service requests a month.

What kind of customer service skills are required for this role?

Excellent customer service skills are required, as the role involves dealing directly with users and providing support and guidance on IT-related issues.

Will the IT Support Analyst work with third-party support providers?

Yes, the IT Support Analyst will liaise with relevant third-party maintenance/support providers, recording and escalating any hardware/software issues as required.

What is the importance of promoting good working practices in IT for this role?

Promoting good and efficient working practices in IT is important to enhance user experience, minimize issues, and ensure a smoother operation within the Trust.

Who can I contact for more information about the job?

For further details or informal visits, you can contact Tobias Percival, the Service Delivery Manager, via email at tobias.percival1@nhs.net or by phone at 07876 138750.

What kind of incidents and requests will the IT Support Analyst be responsible for?

The IT Support Analyst will be responsible for responding to service desk tickets, handling walk-ins, and logging incidents and service requests related to IT.

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The Christie NHS Foundation Trust

The Christie NHS Foundation Trust is one of Europe’s leading cancer centres, treating more than 44,000 patients a year.

Science & Healthcare
Industry
1001-5000
Employees
1932
Founded Year

Mission & Purpose

The Christie NHS Foundation Trust, based in Manchester, specializes in cancer care and provides a range of services including treatment, research, and support for cancer patients. Their mission is to deliver world-class, patient-centered care and to lead in cancer research and innovation. The Trust aims to improve cancer outcomes and quality of life through cutting-edge treatments, comprehensive care, and a commitment to advancing cancer research.