Ensure specialist or complex IT information is processed in accordance with Trust and external policies and procedures. Investigate complex IT issues (incidents) raised to the Help Desk by end users in the area of the post holders speciality (Systems/Telecoms/Technology Support Team) and escalated by the 2nd line support resource. Investigate and resolve root causes of IT problems including severity level 1 incidents and performance issues. Manage 3rd party vendor relationships Develop and maintain all appropriate technical manuals and documentation and follow Change Control procedures. Manage the development of Standard Operating Procedures in the area of focus for this role. To assist with the planning and delivery of the local IT Business Continuity Plan (BCP) as part of the Trusts overall BCP, including the IT Systems Disaster Recovery Plan. Monitor the usage of these procedures by other IT staff. To assist, where required, act as a work stream lead or project manager in the planning and implementation of project or developments. This will include as a technical subject matter resource where required. To proactively monitor and identify any trends or irregular activities on Jobs logged with the Telephony Team that indicate actual or potential IT problems to identify and plan solutions and to action or escalate to the Team Leader as required. Assist in designing and implementing VoIP, PBX, and cloud-based telephony systems. Configure and optimize call flows, IVRs and voicemail. Troubleshoot and resolve day-to-day telephony faults, including call quality issues, dropped calls, connectivity problems, and configuration errors. Effectively manage the process for assigning, deploying and managing mobile devices. Manage and ensure compliance on Mobile Device Management (MDM) software. Be able to take complex telephony solutions and explain to non-technical clinical members of staff. Enforce company policies on mobile device security, including encryption, remote wipe, and application control. Experience working with cloud telephony platforms Ensure seamless integration of mobile devices with corporate networks, email systems, and applications.