Overview
This is an exciting opportunity to be a part of a 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.
Duties and Responsibilities
* Respond to 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).
* Deliver 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, logging and escalating any hardware/software issues as required.
* Provide in-depth technical experience to troubleshoot incidents.
* Ensure all support requests and incidents via any inbound channel are properly understood and recorded on our ITSM system.
* 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.
* The Christie is a leading cancer centre; provide context about services where relevant to the role as described in the original text.
* Log all Service Desk calls reported by users and answer enquiries with necessary details, issuing a call reference number in line with the Service Desk data requirements.
* Provide proactive technical 1st Line IT support to all Trust staff and escalate as needed to 2nd Line and Desktop Support teams.
* Ensure the ITSM system is fully updated with all activity including notes, to-do items and knowledge base articles.
* Report high-priority security breaches to line manager; highlight P1 or P2 tickets as required.
* Support the installation and configuration of IT hardware and software as directed.
* Support video conferencing facilities as required.
* Deliver exceptional customer service, striving to achieve first-time resolution.
* Proactively manage personal workloads to ensure tickets are worked on within the set Service Level Agreements (SLAs).
* Achieve set Service Desk KPIs and SLAs.
* Provide software advice on a variety of systems to enable Trust staff to utilise IT resources effectively and reduce future calls.
* Liaise with third-party suppliers and support companies as required.
* Adhere to all Service Desk processes and guidelines, as well as Trust processes and standards.
* Support and maintain the Digital Services Asset database (CMDB).
* Ensure the ITSM system is up-to-date with all activity, notes and knowledge base articles.
* Adhere to security best practices given the confidential information involved in the role.
* Contribute towards a personal development plan to continually improve technical knowledge.
* Provide support for remote sites (e.g., peripheral clinics and Trust satellite sites).
* Perform any other tasks as reasonably required and requested.
* Participate in a staff rota covering core business support hours (8:00 am – 6:00 pm, Monday to Friday, excluding bank holidays).
This advert closes on Tuesday 28 Oct 2025.
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