Job Description

Classify, investigate, diagnose and resolve support calls in a timely manner in line with trust standards and service levels To provide advice to Service Desk based on Trust standards and procedures To install, update and troubleshoot all of the Trusts software To provide support to other teams with project rollouts and maintenance To take on tickets that the Service Desk cant do but can be done remotely. To provide ongoing IT support throughout the Trust with remote control tools To assign incidents to the relevant teams and senior staff when they cannot be resolved To liaise with third-party suppliers and support, where appropriate, to highlight technical issues and product performance improvements To provide onsite support to VIPs and staff that come through Cobalt Maintain and support agile devices To work within the Trust IM&T security policy at all times To undergo staff training and development as required and attend all team and departmental meetings To pass on new first-time fixes to the Service Desk To participate in the on-call rota To demonstrate our core values and behaviours To take responsibility for all assigned incidents and work cooperatively with team leaders and Senior Analysts To manage and maintain an asset database and documentation as appropriate to the role To update systems as appropriate to track the lifetime of IT assets within the Trust To order, install, and configure new IT equipment To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within the trust. This means demonstrating a consistent leadership style which (a) engages, enables and empowers others (b) uses coaching to promote ownership of learning and quality improvement and (c) facilitates team working andcollaboration within teams/departments and across organisational boundaries.