Principle Duties and Responsibilities Provide effective technical support, ensuring Trust equipment is fit for purpose and operating correctly. Analyse and resolve IT technical support calls logged by the IT Service Desk in a timely and effective manner. Assist in replacement and upgrading of existing IT equipment, including data transfer. Escalate any unresolvable problems to the Service Desk Manager / Head of Technical Services as appropriate, providing clear information on the nature of the problem and the triage steps undertaken. Record progress of all IT support calls on the IT Service Desk systemaccurately and regularly ensure users are informed of the progress of their IT support call or query. Investigate and resolve network conflicts and anomalies to enable users to successfully access the Trust networked resources. Provide support for remote/ home users. Demonstrate willingness to work flexibly, sometimes outside normal core hours, in response to service demands as agreed with the Service Desk Manager / Head of Technical Services. Identify multiple instances of incidents of a similar nature, raise awareness by notifying senior management and relevant stakeholders. Escalate incidents internally to specialist teams following defined processes, providing clear, concise and comprehensive triage steps in the worklog. Install desktop hardware and software to agreed and documented standards. Resource Management Responsible for ensuring safe receipt and recording of computer deliveries and all associated record keeping. Ensure every device worked on is accurately recorded in the assetmanagement database. When assigned a key area of the Trust ensure all devices have sufficient disk space. Test new hardware / software and provide comprehensive feedback on issues identified and possible modifications. Ensure only Trust approved software is used on Trust PCs and that it is licensed and adheres to regulations. Deliver technical elements of projects under the direction of senior IDigital managers. Evaluate and test non-trust hardware / software under consideration for use in the Trust and report on issues. Liaise with third party suppliers/providers in the installation and maintenance of the Trusts infrastructure. Assess whether old Trust equipment is beyond economic repair and arrange for appropriate decommissioning or deconstruction in line with procedures. Maintain professional standards adhering to ITIL principles, information governance and data protection. Adhere to Trust policies and procedures. Communications Promote good practice in the use of IT hardware and Software and security measures. Provide advice and demonstrate use of software and hardware to end-users. Be proactive and ensure there is daily communication, updates and feedback with users and management. Provide feedback to the Service Desk Manager regarding potential Trust IT issues and staff desktop training requirements. Participate in IT meetings / review meetings or site meetings and provide constructive input and feedback as required. Liaise with external IT system and software suppliers to resolve problems. Ensure users are regularly kept informed of the progress of their incident or request and associated SLA. Documentation Maintain the IT Asset Register, keeping it up to date and complete at all times. Schedule periodical audits of Trust computer equipment. Provide reports, such as audit analysis. Prepare and maintain SOPs (knowledgebase articles). Update project documentation as required. Provide weekly update reports on outstanding issues and open tickets for critical areas. Knowledge Maintain 100% compliance with Trust mandatory training Maintain detailed knowledge of hardware / software used within the Trust. Maintain an awareness of technologies and developments. This may involve attending seminars, training events, and reading relevant journals and technicaldocumentation. Housekeeping Promote and maintain a quality operational environment adhering to audit and security policies and Trust best practice. Maintain professional standards adhering to ITIL principles, information governance and data protection. Physical demands of the job Capable of lifting PCs, printers and associated equipment. Able to physically manipulate equipment and cabling in awkward and confined spaces. May occasionally be required to work in dusty, dirty or cramped environments when dealing with PC equipment, networking equipment or cable runs.