IT Support Technician

Role Overview

This is an exciting opportunity to be a part of the fast‑paced support team within the Digital Services department of The Christie. Our Tech Bar team is well established, friendly support team that deals with around 4,500 service requests a month.

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% of patients are referred to us from other parts of the country. We provide radiotherapy, chemotherapy, specialist surgery 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, and run one of the largest early clinical trial units in Europe with over 300 trials every year.

This is a permanent on‑site role and not homeworking. The post holder will provide 2nd line technical support, resolving complex IT incidents and requests remotely and on‑site when required. The 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.

• Provide 2nd line technical support, resolving complex IT incidents and requests remotely and on‑site when required.
• Respond to service desk tickets, deal with walk‑ins, and log incidents and service requests.
• Work as part of the 2nd Line team, taking advice and guidance from the Tier 2 Team Lead or the IT Service Delivery Manager when required.
• Develop close working relationships with all members of the Digital Services team.
• Provide support throughout the Trust as well as remote sites such as peripheral clinics and satellite sites.
• Deliver an excellent, customer‑focused service and ensure all support requests and incidents via any inbound channel are properly understood and recorded on the ITSM system.
• Manage escalated tickets from the 1st Line support team, providing feedback upon resolution to support the team’s development.
• Track open tickets, maintaining regular contact with individual staff or departments and informing them of progress and expected resolution times.
• Promote good and efficient working practices in the use of IT.
• Liaise with relevant third‑party maintenance and support providers, record and elevate any hardware or software issues as required.
• Support the installation and configuration of IT hardware and software, and the video‑conferencing facilities.
• Report high‑priority security breaches to the line manager and ensure any P1/P2 tickets are highlighted to the line manager.
• Achieve the set Tech Bar KPIs and Service Level Agreements.
• Proactively manage personal workload, ensuring all tickets are worked on within the set SLA.
• 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.
• Support and maintain the Digital Services Asset database (CMDB) and keep the ITSM system fully updated with all activity, including notes and knowledge‑base articles.
• Adhere to security best practices and Trust processes and standards.
• Contribute to a personal development plan, ensuring technical knowledge is continually improved.
• Provide support to remote sites such as peripheral clinics and satellite sites.
• Participate in a staff rota covering the core business support hours, which is between 8 am and 6 pm Monday to Friday excluding bank holidays.
• Carry out any other tasks reasonably required and requested.

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

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