To provide first-line IT support, advice and information to customers over the phone, electronically and remotely. This will include supporting a range of desktop, laptop, mobile, printing, and telephone technologies, standard software applications, and corporate systems and services. To accurately record, monitor and maintain all incidents and service requests in order to provide data for Incident and Problem Management. To restore normal service to the customer as quickly as possible, following diagnoses of the incident or fulfilment of the service request ensuring safe use of IT equipment by users and training users as necessary to resolve remotely.
Take ownership of support requests by logging, diagnosing, troubleshooting and resolving incidents and fulfilling service requests, providing timely responses in line with Trust standards and service levels. To use initiative and judgement to resolve both routine and non-routine IT enquiries, seeking advice from supervisors, as required, in line with departmental policies and procedures. To ensure that any IT enquiries that cannot be dealt with directly are escalated to the appropriate resolver teams. To investigate and analyse re-opened enquiries.
To provide reports, as requested, in order to analyse the trends of enquiries. To provide a high level of customer service and satisfaction at all times. To produce and maintain documentation for use in the online Knowledgebase. To manage and maintain the asset database and documentation as appropriate to the role.
To occasionally assist the Technical Team with the moving and handling of equipment To work within the Trust Digital Technology Security Policy at all times and ensure all systems supported comply with this. To undergo staff training and development as required and attend all team and departmental meetings. To update systems as appropriate to track the lifetime of IT assets within the Trust. To demonstrate the Trust’s core values and behaviours

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