IT Support Analyst

at  The Christie NHS FT

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 KPIs 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 dos 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

Please refer the Job description for details