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 a well-established, friendly support team who deal with around 4500 service requests a month.
The post holder will provide 1st Line Support of all logged IT incidents and requests remotely and on-site when required. The ability to provide a first-class customer service, whilst dealing with 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 1st Line Team, taking advice and guidance from the 2nd Line support team 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 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
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.
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 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.
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 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.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent relevant experience
Desirable
- ITIL Foundation Certificate.
Experience
Essential
- Customer service skills and fault resolution advising on a wide range of IT issues and problems.
- Previous experience within a 1st or 2nd line IT support role.
- 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 Office products.
Desirable
- Experience of working in an NHS organisation.
- Worked in large organisation/busy office.
- IT Department background in customer service.
Skills
Essential
- Excellent communication skills - verbal, written, presentational and interpersonal.
- 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.
- 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.
Desirable
- Ability to think creatively.
Knowledge
Essential
- Working knowledge of Microsoft Active Directory, DHCP, DNS and Group Policy
- Understanding of networking / LAN / WAN / Wi-Fi.
- Knowledge of Windows Operating Systems and Microsoft Office.
- Knowledge and understanding of SLAs & priorities.
Desirable
- Knowledge of the working practices of NHS Trusts.
- A genuine interest in IT technologies and working 'hands on' within the field
Values
Essential
- 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
Essential
- 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.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent relevant experience
Desirable
- ITIL Foundation Certificate.
Experience
Essential
- Customer service skills and fault resolution advising on a wide range of IT issues and problems.
- Previous experience within a 1st or 2nd line IT support role.
- 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 Office products.
Desirable
- Experience of working in an NHS organisation.
- Worked in large organisation/busy office.
- IT Department background in customer service.
Skills
Essential
- Excellent communication skills - verbal, written, presentational and interpersonal.
- 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.
- 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.
Desirable
- Ability to think creatively.
Knowledge
Essential
- Working knowledge of Microsoft Active Directory, DHCP, DNS and Group Policy
- Understanding of networking / LAN / WAN / Wi-Fi.
- Knowledge of Windows Operating Systems and Microsoft Office.
- Knowledge and understanding of SLAs & priorities.
Desirable
- Knowledge of the working practices of NHS Trusts.
- A genuine interest in IT technologies and working 'hands on' within the field
Values
Essential
- 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
Essential
- 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.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
