Specific Responsibilities: to include level of responsibility for: Support the Network Infrastructure Manager in the delivery of IT support and network services to the published Service Level Agreement and develop them to provide an efficient and technically capable service. Investigate technically complex IT issues (incidents) raised to the Service Desk and escalated by the 2nd/3rd line support resources. Head up the investigation, resolution and documentation of root causes of IT problems including severity level 1 incidents (System / departmental outages) and performance issues. Take part in the Research and Development of all elements of the IT Infrastructure determining what future technology would be of benefit to the Trust and how it should be implemented Develop processes and procedures to ensure the IT infrastructure is proactively and robustly maintained to the highest standards on behalf of D&G and its customers.
Ensure the infrastructure teams issue resolution targets are met and calls updated accordingly in the service desk software management platform. Actively partake in an even share of the ICT out of hours on call rota Daily organisation of infrastructure tasks & standard checks of all infrastructure operability, interfaces, space, backups and remedial action where needed. Assist the Network Infrastructure Manager with the development and annual review of IT Disaster Recovery Plans to ensure that the IT network Infrastructure can be recovered in the event of an IT disaster and as part of Trust-wide Business Continuity Planning. Act as the lead specialist for one or more specialist network infrastructure technologies; and cascade knowledge to wider ICT Team.
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