Working in Desktop and Field engineer support capacities working closely with 3rd party partners or colleagues to resolve incidents and problem To provide assistance to, and acting as the escalation point for, the IT Service Desk all HUC Digital assets, including systems such as fixed and mobile end user compute, end user infrastructure environment, end user peripheral devices, fixed telephony and mobile telephony incidents To provide a high level of technical support across all areas of HUC Digital service To deal with all hardware and software support for incidents To respond to software or hardware installation requests To research, find root cause and solve problems independently when necessary Ensure the Ticketing system and knowledge base are kept updated with fixes and useful information To provide technical and installation support to project related activities Drive and support the HUC Digital replacement program across all HUC locations. Too be included in the Digital on-call rota as requested (providing out of hours cover To carry out regular operational checks and activity to proactively reduce the risk of incidents impacting the operation of digital services. This will include carrying out preventative maintenance as identified by 3rd parties and responding to critical alert To strive to deliver in line with agreed Service Levels and escalate where necessary if this is not achievable. To maintain an accurate and timely record of all reported incidents, workarounds and resolutions within Service Desk systems To adhere to all processes and procedures for the delivery of secure and reliable Digital services including Incident, Problem and Change Management processes To protect HUC information assets through maintaining high levels of confidentiality, integrity and availability and to escalate in a timely manner any concerns relating to potential or actual information security breaches. To provide high quality customer service using wherever possible non-technical language to reduce misunderstanding. To contribute to the development of adequate arrangements for the operation of Digital services. This includes reviewing documentation, preparing documentation and contributing to the development of technical solutions. To contribute to Disaster Recovery and Business Continuity planning and testing To communicate with others in a sensitive and effective way and be able to respect and work well with people at all levels As you will expect the organisation may change from time to time and you will be expected to meet the operational requirements Any other reasonable duties as required from time to time