IT Support Technician
First seen by Alion on Oct 15, 2026.
DUTIES AND RESPONSIBILITIES
Responsible 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 teams 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 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 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 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.
Job description Job responsibilitiesDUTIES AND RESPONSIBILITIES
Responsible 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 teams 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 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 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 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.
Person Specification
Qualifications Essential- Educated to GCSE level or equivalent relevant experience.
- ITIL Foundation Certificate or equivalent experience.
- SDI Service Desk Analyst.
- MCSA / MCSE or equivalent certification.
- 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.
- Experience of working in an NHS organisation.
- Worked in large organisation/busy office.
- Preparation of short written reports.
- Experience of managing small project.
- 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.
- Ability to think creatively.
- 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.
- Knowledge of the working practices of NHS Trusts.
- You will demonstrate your values and behaviors mirror those of the Trust, available at: https://www.christie.nhs.uk/about-us/about-the-christie/the-christie-commitment
- Professional, calm, and efficient manner.
- Challenges constructively and accepts constructive challenge from others.
- Promotes change and improvement.
- 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.
- Evidence of continuing professional and personal development.
- Driving Licence / Car Owner.
- Educated to GCSE level or equivalent relevant experience.
- ITIL Foundation Certificate or equivalent experience.
- SDI Service Desk Analyst.
- MCSA / MCSE or equivalent certification.
- 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.
- Experience of working in an NHS organisation.
- Worked in large organisation/busy office.
- Preparation of short written reports.
- Experience of managing small project.
- 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.
- Ability to think creatively.
- 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.
- Knowledge of the working practices of NHS Trusts.
- You will demonstrate your values and behaviors mirror those of the Trust, available at: https://www.christie.nhs.uk/about-us/about-the-christie/the-christie-commitment
- Professional, calm, and efficient manner.
- Challenges constructively and accepts constructive challenge from others.
- Promotes change and improvement.
- 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.
- Evidence of continuing professional and personal development.
- Driving Licence / Car Owner.
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer nameThe Christie NHS FT
AddressIT ICT - E00387
Manchester
M20 4BX
United Kingdom
Employer's website
https://www.christie.nhs.uk/ (Opens in a new tab)
Employer details
Employer nameThe Christie NHS FT
AddressIT ICT - E00387
Manchester
M20 4BX
United Kingdom
Employer's website
https://www.christie.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:Service Delivery Manager
Tobias Percival
07876138750
Details
Date posted15 October 2026
Pay schemeAgenda for change
BandBand 4
Salary£28,392 to £31,157 a year Per annum, Pro rata
ContractPermanent
Working patternFull-time
Reference number413-112437-FB-DA
Job locationsIT ICT - E00387
Manchester
M20 4BX
United Kingdom
Job overview
This 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.
Main duties
To respond and resolve 2nd line incidents and requests assigned from the 1st line support team, investigating, and rectifying complex IT issues.