Job Description

Provision of telephone / email support and advice to IT users to resolve queries / issues. This support encompasses both administration systems (Microsoft Office products and e- mail) and technical software (operatingsystems). Provision of support to corporate systems and those maintained on behalf of the Trust. Systems support will include database applications and web-basedsystems.



Responsible for timely logging and updates of reported faults to the central DTS Helpdesk system, scheduling engineer resources if required and maintenance of any associated manualrecords. Ensure that the agreed escalation trigger points are monitored and adhered to in relation to DTS Helpdesk services. Responsible for maintenance and updating of inventory and staff information on the central DTS Helpdesk system. Provision of on-site IT support and completion of associated documentation to resolve faults when required Maintain up-to-date and comprehensive procedure notes for all functions associated with the Helpdesk and IT support and assist in streamlining processes whererequired.



Liaise with external IT system suppliers where required to assist with faultresolution. Assist with the creation & management of network user accounts/emails when required. Assist with analysis and reporting of activities of the DTS Helpdesk to provide information to support Service Level Agreements(SLAs). Assist in the training of staff with regard to all hardware and software issues monitored by the DTS Helpdesk.



Assist with the development of the Trusts IT infrastructure including the installation of standard computer equipment configuration, security marking and distribution of equipment. Assist with the monitoring of the Trusts DTS security policy and procedures. Be a source of information and guidance on DTS and data security policies and keep up- to-date with current DTS developments, community-wide policies and national strategies. Develop skills for self through training/development opportunities and the staff appraisal system.