# IT Support Analyst > NHS job listing from Job Clerk for The Christie NHS Foundation Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/it-support-analyst/2c84262d-2864-46e2-b715-4e87072fc8be - **Markdown:** https://www.jobclerk.com/job/it-support-analyst/2c84262d-2864-46e2-b715-4e87072fc8be.md ## Summary - **Status:** Live - **Employer:** The Christie NHS Foundation Trust - **Location:** The Christie Main Site - **Workplace type:** onsite - **Profession:** IT support officer - **Grade:** Band 3 - **Salary:** £25,760 - £27,476 Per annum, Pro rata - **Contract type:** Permanent Contract - **Employment type:** 37.5 hours per week (Full time permanent) - **Closing date:** 2026-11-09T23:59:00.000Z - **Posted:** 2026-10-26T16:50:29.773Z - **Source information URL:** https://www.healthjobsuk.com/job/-v8395394 - **Application URL:** https://apps.trac.jobs/job-advert/8395394?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.christie.nhs.uk ## Job Content ### Job overview 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. ### 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 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 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 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 ### Other **Essential** - Ability to undertake shift working including on-call, out-of-hours, weekend, and Public Holidays. - Able to move computer equipment around the Trust. **Desirable** - Evidence of continuing professional and personal development. ### Skills **Essential** - 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. ### Values **Essential** - 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. ### Knowledge **Essential** - Knowledge of Windows Operating Systems and Microsoft products. - Strong customer service skills with a focus on delivering a positive user experience. **Desirable** - 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. ### Experience **Essential** - 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. **Desirable** - Background in IT customer service. - Previous experience within 1st line IT support. - Experience of working in an NHS organisation. ### Qualifications **Essential** - Educated to GCSE level (including English and Maths) **Desirable** - T-Level / B-Tec or equivalent ## Documents - [strategy brochure (pdf, 1.0mb)](https://www.healthjobsuk.com/documents?edoc=1645) - [travel to the christie (pdf, 3.8mb)](https://www.healthjobsuk.com/documents?edoc=1960) - [the christie values and behaviours (pdf, 919.5kb)](https://www.healthjobsuk.com/documents?edoc=1643) - [job description & person specification (pdf, 415.2kb)](https://www.healthjobsuk.com/documents?vdoc=10726039) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.