IT Support Technician
hace 1 día
Manchester
Job overviewThis 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 well established, friendly support team who deal with around 4500 service requests a month.The post holder will provide 2nd Line Technical Support, resolving complex IT incidents and requests remotely and on-site when required. The ability to technically diagnose 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 2nd Line Team, take advice and guidance from the Tier 2 Team Lead 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 homeworkingMain duties of the jobTo respond and resolve 2nd 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.Working for our organisationThe 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.Detailed job description and main responsibilitiesDUTIES AND RESPONSIBILITIESResponsible for logging all Tech Bar 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 Tech Bar minimum data set requirement.To provide proactive Technical Tier 2 IT support to all Trust staff.To handle escalated tickets from Tier 1 support team providing feedback when resolved to support the team’s development.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 is 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 Tech Bar 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 Tech Bar calls.Liaise with third party suppliers and support companies as required.To adhere to all Tech Bar 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.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.Person specificationQualificationsEssential criteria- Educated to GCSE level or equivalent relevant experience.- ITIL Foundation Certificate or equivalent experience.Desirable criteria- SDI Service Desk Analyst.- MCSA / MCSE or equivalent certification.ExperienceEssential criteria- Customer service skills and fault resolution advising on a wide range of IT issues and problems.- 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.- IT Department background either Desktop Support/Deployment or Service Desk Support 2nd Line- Experience supporting Microsoft Office products as well as web-based applications.- Application, Hardware, and Operating System investigation diagnosis and testing.- Remote support technologies such as SCCM, Citrix etc...- Experience in troubleshoot Active Directory, GPOs, DNS, and DHCP issues.Desirable criteria- Experience of working in an NHS organisation.- Worked in large organisation/busy office.- Preparation of short written reports.- Experience of managing small projectSkillsEssential criteria- Excellent communication skills – verbal, written, presentational and interpersonal.- Ability to work and make decisions autonomously.- Strong analytical and problem-solving skills- 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.- Plan tasks and activities which may require adjustment due to variable workload / interruptions.- 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.Desirable criteria- Ability to think creatively.KnowledgeEssential criteria- Excellent working knowledge of supporting a Microsoft Windows 10 environment.- Microsoft Office 2016 onwards.- Working knowledge of Microsoft Active Directory.- Basic network knowledge including LAN, WAN, VPN, VOIP technologies.- Knowledge and understanding of SLAs & priorities.Desirable criteria- Knowledge of the working practices of NHS Trusts.ValuesEssential criteria- 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.OtherEssential criteria- Office based role with the need for travel to Christie managed sites as necessary.- Ability to participate in out- of-hours on-call Rota as required.- Ability to undertake shift working including out-of- hours, weekend, and Public Holidays.- Able to move computer equipment around the Trust.Desirable criteria- Evidence of continuing professional and personal development.- Driving Licence / Car OwnerThe closing date for this post may be extended if there are insufficient applicants or brought forward if there is a high volume of applicants.? Application Information - If you have not heard from us within four weeks of the closing date, I regret that on this occasion your application will have been unsuccessful.? Sponsorship Information - We are an approved sponsoring organisation. Applications will be considered from applicants requiring sponsorship alongside all other applications. Please be aware, not all roles are eligible for sponsorship. You can review the list of eligible role and requirements on the government website. ? Pre-Employment Checks - To confirm your suitability for the role, we will carry out pre-employment checks in line with NHS Employment Check Standards. These include:- Identity verification- Right to work check- Disclosure and barring service (DBS)/Criminal record check (dependent on role, payment of this will be the applicants responsibility)- Professional registration and/or qualification check- Occupational health assessment- Employment history and reference validationAll applicants external to The Christie NHS Foundation Trust will be required to provide their HMRC employment history to cover the most recent three years employment. This information will used to validate employment history and references.If you require sponsorship, we will assess your eligibility based on current government guidance. If the role is not eligible and you cannot demonstrate your right to work, your conditional offer may be withdrawn.✅ If You're Offered the Role - you will be agreeing to The Christie NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job information will also be transferred into the national NHS Electronic Staff Records system. Please note, all communication regarding your application will be made via email, please ensure you check your junk/spam folders as emails are sometimes filtered there.The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and will form part of the recruitment process. In the event that you are successful following interview your previous NHS employment data, if applicable will be transferred from your current / most recent employer.? Sponsorship Information - We are an approved sponsoring organisation. Applications will be considered from applicants requiring sponsorship alongside all other applications. Please be aware, not all roles are eligible for sponsorship. You can review the list of eligible role and requirements on the government website. ? No Smoking Policy - You should be aware the Trust operates a No Smoking Policy and therefore employees are not permitted to smoke at work.? Additional Information - We want to ensure that everyone who works at the Christie or uses our services is welcomed, valued and treated with dignity and respect. The Christie values diversity and is committed to ensuring equal opportunities for all and fair representation across the organisation at all levels. In support of these commitments, we particularly welcome applications from Black, Asian and other ethnic minority people and people with disabilities for this post. Appointment will be only on merit.We are committed to creating a balanced and diverse workforce. As such we welcome and encourage applications from people of all backgrounds. Together we will foster inclusion and tackle inequity and health inequalities in cancer care.As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.The Christie NHS Foundation Trust is committed to the highest standards of ethical conduct and integrity in all our activities. We have a zero-tolerance approach to modern slavery in any of its forms, including slavery, servitude, forced or compulsory labour, and human trafficking. We are fully committed to acting ethically and with transparency in all our business dealings and relationships, and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our organisation or supply chains.