IT Support Analyst

Job overview

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.

Detailed job description and main 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 KPI’s 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 do’s 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.

OTHER RESPONSIBILITIES

This job description is neither exclusive nor exhaustive and the duties and responsibilities may vary from time to time in the lights of changing circumstances and in consultation with the job holder.