¹û¶³´«Ã½APP

Detailed job description and main responsibilities

Principle Duties and Responsibilities

• Provide effective technical support, ensuring Trust equipment is fit for purpose and operating correctly.
• Analyse and resolve IT technical support calls logged by the IT Service Desk in a timely and effective manner.
• ÌýAssist in replacement and upgrading of existing IT equipment, including data transfer.
• Escalate any unresolvable problems to the Service Desk Manager / Head of Technical Services as appropriate, providing clear information on the nature of the problem and the triage steps undertaken.
• Record progress of all IT support calls on the IT Service Desk systemÌý
  accurately and regularly ensure users are informed of the progress of their IT support call or query.
• ÌýInvestigate and resolve network conflicts and anomalies to enable users to successfully access the Trust networked resources.
• ÌýProvide support for remote/ home users.
• ÌýDemonstrate willingness to work flexibly, sometimes outside normal core hours, in response to service demands as agreed with the Service Desk Manager / Head of Technical Services.
• Identify multiple instances of incidents of a similar nature, raise awareness by notifying senior management and relevant stakeholders.
• ÌýEscalate incidents internally to specialist teams following defined processes, providing clear, concise and comprehensive triage steps in the worklog.
• Install desktop hardware and software to agreed and documented standards.

Resource Management

• ÌýResponsible for ensuring safe receipt and recording of computer deliveries and all associated record keeping.
• Ensure every device worked on is accurately recorded in the assetÌý
  management database.
• ÌýWhen assigned a key area of the Trust ensure all devices have sufficient disk space.
• Test new hardware / software and provide comprehensive feedback on issues identified and possible modifications.
• Ensure only Trust approved software is used on Trust PCs and that it is licensed and adheres to regulations.
• Deliver technical elements ofÌý projects under the direction of senior IDigital managers.
• Evaluate and test non-trust hardware / software under consideration for use in the Trust and report on issues.
• Liaise with third party suppliers/providers in the installation and maintenance of the Trust’s infrastructure.
• Assess whether old Trust equipment is beyond economic repair and arrange for appropriate decommissioning or deconstruction in line with procedures.
• Maintain professional standards adhering to ITIL principles, information governance and data protection.
• Adhere to Trust policies and procedures.Ìý

Communications

• Promote good practice in the use of IT hardware and Software and security measures.
• ÌýProvide advice and demonstrate use of software and hardware to end-users.
• ÌýBe proactive and ensure there is daily communication, updates and feedback with users and management.
• ÌýProvide feedback to the Service Desk Manager regarding potential Trust IT issues and staff desktop training requirements.
• Participate in IT meetings / review meetings or site meetings and provide constructive input and feedback as required.
• Liaise with external IT system and software suppliers to resolve problems.
• Ensure users are regularly kept informed of the progress of their incident or request and associated SLA.

Documentation

• ÌýMaintain the IT Asset Register, keeping it up to date and complete at all times.
• Schedule periodical audits of Trust computer equipment.
• Provide reports, such as audit analysis.
• Prepare and maintain SOPs (knowledgebase articles).
• Update project documentation as required.
• Provide weekly update reports on outstanding issues and open tickets for critical areas.

Knowledge

• ÌýMaintain 100% compliance with Trust mandatory training
• Maintain detailed knowledge of hardware / software used within the Trust.
• Maintain an awareness of technologies and developments. This may involve attending seminars, training events, and reading relevant journals and technicalÌýdocumentation.

Housekeeping

• Promote and maintain a quality operational environment adhering to audit and security policies and Trust best practice.
• Maintain professional standards adhering to ITIL principles, information governance and data protection.

Physical demands of the jobÌý

• Capable of lifting PCs, printers and associated equipment.
• Able to physically manipulate equipment and cabling in awkward and confined spaces.
• May occasionally be required to work in dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cable runs.