Job summary The Tech Bar Team play an extremely important role by delivering and supporting a range of IT services to the Trust's members of staff, in support of high-quality patient care. The Team is instrumental in delivering high standards of customer service and adopts a continuous improvement approach to the service it delivers. We are looking for someone with an interest in IT who is looking to gain technical support experience, skills in managing the user experience via phone and face to face contact and develop exceptional customer service skills to join us as an Apprentice IT Support Analyst. Main duties of the job The successful candidate will need to be: Motivated to learn.A team worker. The successful candidate will need to have: Prior experience of working in a customer facing environment or technical skills gained through education or self-learning. Experience in using Microsoft operating systems knowledge specifically Windows. Excellent Customer Care skills. Strong communication and troubleshooting skill. Good documentation skills. Ability to follow instructions both written and verbal. Other desirable skills include: Understanding IT Service Management (ITSM) terminology such as Incident & problem management. Service requests. Asset and Configuration management. Continual Service Improvement Working knowledge of Service Desk and best practices. Critical thinking (what might be missing from a situation or problem description) About us 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% 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. Date posted 12 March 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year Please refer to Annex 21 Contract Fixed term Duration 24 months Working pattern Full-time Reference number 413-92741-FB-SD Job locations IT ICT - E00387 Manchester M20 4BX Job description Job responsibilities The post-holders responsibilities will be phased. Those in standard font will be undertaken from Day 1; those in italics are the responsibilities the post-holder will develop into over the duration of the apprenticeship. Responsible for recording 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. Perform first level diagnostic procedures to identify and rectify issues reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter Tech Bar calls requiring further action and then forward these tickets on to appropriate Tier 2 or Tier 3 teams. Forward appropriate Tech Bar calls to third party support service providers including any national solutions including NHS Email, recording the suppliers call reference number, and giving this to the customer when required. Manage and maintain user accounts including password administration on Various IT systems such as Active Directory, National NHS Email, Managed Print service etc. Have Local Organisation Administration functionality within the National NHS Email System providing support to all Trust users. Maintain our asset configuration database of all Trust IT equipment, ensuring that data is accurate and up to date. Populate and maintain the Tech Bar call logging system. Alert the IT Service Operations Manager or the Head of Digital Operations to major incidents and when outstanding Tech Bar calls are not being progressed in a timely manner. Where necessary contribute towards to adding and updating of our Knowledge Base system. Adhere to security best practices given the confidential information that the post holder may come into contact within their role. Contribute to general IT office administration. To provide support throughout the Tech Bar hours, both over the phone and face-to-face. 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. Any other tasks as reasonably required and requested. Job description Job responsibilities The post-holders responsibilities will be phased. Those in standard font will be undertaken from Day 1; those in italics are the responsibilities the post-holder will develop into over the duration of the apprenticeship. Responsible for recording 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. Perform first level diagnostic procedures to identify and rectify issues reported, offer telephone advice, guidance and/or resolution where possible, prioritise and filter Tech Bar calls requiring further action and then forward these tickets on to appropriate Tier 2 or Tier 3 teams. Forward appropriate Tech Bar calls to third party support service providers including any national solutions including NHS Email, recording the suppliers call reference number, and giving this to the customer when required. Manage and maintain user accounts including password administration on Various IT systems such as Active Directory, National NHS Email, Managed Print service etc. Have Local Organisation Administration functionality within the National NHS Email System providing support to all Trust users. Maintain our asset configuration database of all Trust IT equipment, ensuring that data is accurate and up to date. Populate and maintain the Tech Bar call logging system. Alert the IT Service Operations Manager or the Head of Digital Operations to major incidents and when outstanding Tech Bar calls are not being progressed in a timely manner. Where necessary contribute towards to adding and updating of our Knowledge Base system. Adhere to security best practices given the confidential information that the post holder may come into contact within their role. Contribute to general IT office administration. To provide support throughout the Tech Bar hours, both over the phone and face-to-face. 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. Any other tasks as reasonably required and requested. Person Specification Qualifications Essential Educated to GCSE level or equivalent relevant experience. Desirable Previous IT Support experience Experience Essential Experience of IT system administration and knowledge gained through education. Good communication skills and the ability to diplomatically deal with customers. Flexible attitude to prioritisation of workload (to support the dynamic nature of the service). Some experience of working under pressure and to tight deadlines. Experience of liaising with colleagues, and IT users. Multi-tasking ability required to deal with multiple incidents awaiting resolution. Desirable Experience of working in a customer facing role Preparation of short written reports. Understanding of digital working practices used in an enterprise environment (e.g.: ITIL, IT Service Management) Skills Essential Excellent communication skills - verbal, written, presentational and interpersonal. Excellent keyboard and telephone skills. Ability to communicate system and technical issues to a variety of staff at different levels within the organisation. Well, presented, flexible, positive, resilient, methodical, team player. Desirable Able to work to deadlines in a busy and changing environment. Excellent problem-solving skills Knowledge Essential Knowledge of Microsoft Windows 10 and 11 operating systems. Microsoft Office 2016 onwards. Printer and other IT peripheral operation Desirable Familiar with using a PC and standard office software. IT literate with knowledge of ICT procedures Values Essential demonstrate your values and behaviors mirror those of the Trust Other Essential 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 Evidence of continuing professional and personal development. Person Specification Qualifications Essential Educated to GCSE level or equivalent relevant experience. Desirable Previous IT Support experience Experience Essential Experience of IT system administration and knowledge gained through education. Good communication skills and the ability to diplomatically deal with customers. Flexible attitude to prioritisation of workload (to support the dynamic nature of the service). Some experience of working under pressure and to tight deadlines. Experience of liaising with colleagues, and IT users. Multi-tasking ability required to deal with multiple incidents awaiting resolution. Desirable Experience of working in a customer facing role Preparation of short written reports. Understanding of digital working practices used in an enterprise environment (e.g.: ITIL, IT Service Management) Skills Essential Excellent communication skills - verbal, written, presentational and interpersonal. Excellent keyboard and telephone skills. Ability to communicate system and technical issues to a variety of staff at different levels within the organisation. Well, presented, flexible, positive, resilient, methodical, team player. Desirable Able to work to deadlines in a busy and changing environment. Excellent problem-solving skills Knowledge Essential Knowledge of Microsoft Windows 10 and 11 operating systems. Microsoft Office 2016 onwards. Printer and other IT peripheral operation Desirable Familiar with using a PC and standard office software. IT literate with knowledge of ICT procedures Values Essential demonstrate your values and behaviors mirror those of the Trust Other Essential 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 Evidence of continuing professional and personal development. Disclosure and Barring Service Check 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 name The Christie NHS FT Address IT ICT - E00387 Manchester M20 4BX Employer's website https://www.christie.nhs.uk/ (Opens in a new tab)