As above, plus 1. Answer helpdesk requests via email or telephone from non-IM&T staff in accordance with UH Sussex standards and log on to the helpdesk system. 2. Provide assistance and advice to customers including those with little or no IT knowledge and resolve IT support requests without referral where appropriate to ensure understanding gained. 3. Prioritise support requests and schedule them to the most appropriate member of senior teams. 4. Accurately log all details for each request on the helpdesk system. 5. Supports other helpdesk team members to resolve requests. 6. Ensure outstanding requests are followed up and closed in accordance with UH SUSSEX standards. 7. Keep up to date with changes to IT standards, service level agreements and UH SUSSEX standards. 8. Generates reports from the helpdesk system as required. 9. Assists management with audits within department by partaking in areas of own remit. 10. To identify areas requiring service improvements where required and comment on policies and protocols as required. More detail in the JD