Answer telephone calls from the customer within service level & provide relevant support as required. Record requests, incidents and problems effectively and accurately within the helpdesk platform. Resolve requests and incidents within the helpdesk platform, using knowledge and defined processes where present. Escalate outstanding incidents in a timely manner to relevant team members. Support the maintenance, monitoring and housekeeping measures for each IT service as needed This role may require occasional travel as and when needed to provide IT support and incident resolution at other sites You may be asked to participate in an on-call rota as part of this role, which will involve some evening and weekend cover. Complete RA related tasks as required All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role. Our Values outline the core behaviours that we can all achieve and are summarised as an acronym within the word CARE. These stand for: Compassion, Action, Respect and Everyone. Underpinning our Values are our Signature Behaviours which highlight by taking the right actions we continue to build a strong culture. Our four Signature Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.