To provide a high level of technical support across all areas of the DHU Healthcare IT and Telecoms services. To deal with all hardware and software support for incidents or proactively. To respond to software or hardware installation requests. To manage, maintain and develop the desktop and mobile deployment utilities. To research, find root cause and solve problems independently when necessary. Ensure the CMDB and knowledge base is kept updated with fixes and useful information. To be included in the IT & Telecoms on-call rota as requested (providing out of core hours cover) 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 the DHU Service Desk toolset. To provide high quality customer service using wherever possible non-technical language to reduce misunderstanding. To contribute to Disaster Recovery and Business Continuity planning and testing. Be aware of the regulatory requirements relating to staff working for the company. Ensure that the information technology and telephony systems are used in a safe, reliable, and consistent manner.