IT Support Analyst
Job summary
We are looking for individuals who are passionate about helping others and delivering excellent customer service. Whether you already have some IT knowledge or are looking to begin a career in technology, this role offers an opportunity to learn and develop within a supportive Digital Services team.Working within the IT Support Analyst team, you will support Trust staff with a wide range of IT enquiries, requests and issues, working closely with experienced colleagues across the IT Support Technician, and IT Asset & Procurement teams.Through hands-on experience, training and mentoring, you will build your technical knowledge whilst providing advice, guidance and outstanding customer service to users across the Trust.The role focuses on delivering a positive customer experience, developing problem-solving skills, and contributing to the effective delivery of IT services that support both staff and patient care.
Main duties of the job
Provide friendly, professional and customer-focused support to Trust staff across a range of IT enquiries, requests and issues. Deliver support to colleagues throughout the Trust, including remote and satellite sites, ensuring a positive and consistent customer experience at every interaction. Offer advice, guidance and reassurance to users, helping them to make effective use of technology and digital services.Develop knowledge and confidence in supporting hardware, software and digital service requests whilst working closely with colleagues across Digital Services. Ensure all contacts received through telephone, face-to-face, self-service, email or other support channels are fully understood, accurately recorded and progressed through the Trust's IT Service Management system.Maintain regular communication with users, providing updates on progress, expected timescales and outcomes. Work collaboratively with internal teams and external support providers to ensure users receive timely and effective assistance, escalating requests when appropriate and supporting the resolution of more complex issues alongside experienced colleagues.Share knowledge and learning within the team to support continuous improvement and development. Promote good digital practices and encourage the effective, secure and efficient use of technology across the Trust. Support the delivery of a high-quality IT service that enables colleagues to provide safe, effective and efficient patient care.
About us
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.
Job description
Job responsibilities
DUTIES AND RESPONSIBILITIES:
- 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 deliver exceptional Customer Service striving to achieve first time resolution.
- To provide proactive technical 1st Line IT support to all Trust staff.
- To escalate tickets to the 2nd Line and IT Asset & Procurement 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 technical support 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.
- 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 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
- Educated to GCSE level (including English and Maths)
- T-Level / B-Tec or equivalent
Experience
- Demonstrable customer service skills with the ability to deliver a positive user experience and respond to customer enquiries effectively.
- Demonstrable ability to organise and prioritise workload effectively, balancing multiple demands and changing priorities.
- 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.
- Background in IT customer service.
- Previous experience within 1st line IT support.
- Experience of working in an NHS organisation.
Skills
- Excellent communication skills.
- 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.
- 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
- Knowledge of Windows Operating Systems and Microsoft products.
- Strong customer service skills with a focus on delivering a positive user experience.
- Awareness of the NHS and the role IT plays in supporting patient care and operational services.
- A genuine interest in Information Technology and a desire to develop a career within the field.
- Experience of using common digital technologies and applications in a work, education or personal setting.
- Enthusiasm for learning new skills and technologies in a fast-paced environment.
Values
- 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.
Other
- Ability to undertake shift working including on-call, out-of-hours, weekend, and Public Holidays.
- Able to move computer equipment around the Trust.
- Evidence of continuing professional and personal development.
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
United Kingdom
Employer's website
https://www.christie.nhs.uk/