Main Duties and Responsibilities Manage and resolve 3rd line incidents assigned by Digital Service Managers or escalated from the Desktop Support team. Ensure continuous provision and development of quality IT and communication systems to support the Trust. Promote and support best practices in information governance and data security. Communication Participate in team and departmental meetings to share and receive information on Trust business highlights. Update the service desk with all relevant information on active support calls and problems. Communicate complex system architecture and issue resolution plans to non-IM&T Managers. Share highly technical IM&T information with IT Department peers and third-party specialists. Raise any risks or potential issues with the Line Manager or Trust risk register. Analytical Skills Manage highly complex incidents requiring specialist knowledge, involving prolonged analysis and interpretation. Interpret and analyse complex technical/audit data to produce reports for the Head of Technical Services. Identify significant faults and take ownership through to resolution, liaising with other departments. Provide technical evidence to support internal assurance and compliance data against national standards. Planning and Organising Skills Manage and resolve 3rd line incidents assigned to the Technical Services team. Delegate incidents and work to the Desktop Support team. Provide specialist advice to team members and other Digital Services staff. Check and review workstation and device update statuses, ensuring proper deployment. Participate in the on-call rota to resolve critical IT incidents autonomously. Lead short and long-term trust-wide projects, providing technical advice and developing strategies. Maintain the Trusts Enterprise Infrastructure to prevent unplanned outages and data loss. Maintain the Trusts Active Directory in line with the Trusts policies. Work with other IM&T Department teams to identify and implement necessary changes and processes. Physical Skills Use advanced keyboard skills to update the service desk system. Perform a combination of sitting, standing, and walking, with occasional physical effort. Concentrate for extended periods to ensure timely delivery of new devices and systems. Handle unpredictable work patterns and urgent fault resolutions. Deliver and install IT equipment using appropriate lifting and handling equipment. Use specialist tools to maintain, upgrade, and repair equipment. Responsibility for Policy/Service Development Assist in reactive and proactive problem management. Perform advanced hardware support and troubleshooting. Lead projects for infrastructure and system development, providing specialist advice. Create and maintain technical procedures and documentation. Raise and submit RFCs for IT system changes, representing these at the Change Advisory Board. Develop and maintain a knowledge base and technical documentation library. Develop Standard Operating Procedures for common tasks and new processes. Advocate for Cyber Security and adhere to ITIL principles and information security standards. Ensure adherence to Trust policies and procedures. Responsibility for Financial and Physical Resources Provide technical support for all devices used throughout the Trust. Advise on procurement, installation, and management of IT assets. Ensure core infrastructure runs current and supported software/firmware versions. Safely use and install IT equipment, ensuring data security. Maintain concentration for complex IT issues and resolutions. Responsibility for Human Resources Deputise for the Head of Technical Services or other technical staff as needed. Act as a technical escalation point for various Digital Services teams. Attend meetings and provide technical advice on Technical Services responsibilities. Train and mentor staff within the operational team, ensuring support procedures are understood.