1. To develop and maintain an in-depth knowledge of the patient systems to advise the customers in making best use. This will include understanding the capabilities of the systems together with why and how they are used in the Trust 2. To prioritise, provide and coordinate 2nd line Service Desk support when responding to and resolving queries placed by customers via the Service Desk. 3. To respond to system enquiries, working with the Hospital Systems. Where necessary ensuring problems are monitored, and that escalation is invoked as appropriate. 4. Determine whether there are patterns emerging in the nature or characteristics of requests being logged and recommend remedial action. Any recurring problems should be flagged with the live service manager, and Digital Product team Manager, for appropriate action to be taken. 5. To adhere to the SLAs between the Trust and their principal internal and external software suppliers. Liaising as appropriate with suppliers to resolve problems, using application knowledge to resolve issues efficiently. 6. Constantly monitoring and managing calls that are with our customers and external suppliers, ensuring updates to the calls are added and communicated to all involved 7. Active monitoring of digital systems To proactively monitor all Cardiology systems checking for anomalies and actioning as appropriate. 8. Creation of administrative templates in the various clinical systems as required 9. Provide input into the scoping of additional service requests as required 10. Management of shared team mailboxes and shared areas 11. To undertake any other duties which may reasonably be required 12. Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible. 13. The individual must have outstanding customer service skills/experience when dealing with end users either in person or by means of electronic communication such as email, telephone or via the service management system. Administration 1. MUI: Multi User Incident. Respond to an incident by contacting/visiting affected areas to gather details of system issues and how widely the trust is affected. Liaising with Digital Products Team Manager and the Live service Manager. Monitor and report the situation throughout the duration of the MUI. 2. Respond to queries dealing with problems and determining appropriate course of action. 3. Sort, log, distribute and prioritise incoming email to the generic mailbox for the team using judgement and experience to decide which information / documents may be passed directly to other members of the team for action and information. 4. Triage queries submitted and respond where appropriate and forward for responses where beyond the scope of the role 5. Arrange maintenance/repairs of general office equipment; photocopier, printers; PCs. as required 6. Provide reciprocal cover for other administrative staff during absences. 7. Maintain electronic distribution lists and update same regularly. 8. Be proactive in the identification of workload issues affecting service provision and assist the Application Team to implement action plans to resolve issues. 9. Providing guidance and advice on role relevant policies and procedures. 10. To participate in incident management and on-call rota requirements as required