Main Duties and Responsibilities: 1. Service Desk • Ensure that all Service Desk calls for the Technical Team meet the defined SLA’s and where these are breached escalate appropriately. • Maintenance and use of Service Desk ensuring all calls are logged with an understanding of priority and business impact, communicating current status of any call escalations with all members of the team and key users. • Investigation and resolution of 2nd line support calls including call logging, diagnosis and resolution as appropriate for all calls as defined by ITIL standards. • Provide technical & infrastructure support for the ICT environment. • Structured analysis and a creative approach to problem solving and resolution. 2. Change Management • Development of scripts for job scheduling and data integration purposes within the technical environment. • Managing version control of script / interface changes. • Refresh of Test & Train environments to support new developments or enhancements to systems. • Prepare and enact implementation plans for changes within the technical environment e.g. RFC’s, Tasks etc. • Identify appropriate technical solutions to business problems. • Work with existing supplier contracts to establish latest software release in line with the release management process.3. Security • Maintaining physical security and good order in Data Centre and ICT working environments, ensuring all cabling is tidy and appropriately labelled and any equipment alerts or faults identified in the environment are evaluated and dealt with appropriately. • Maintain information security through equipment data wiping, ensuring disposals are dealt with in an appropriate manner to protect against data loss including configuration wipes of any infrastructure equipment. • Maintain the password, user access and change control procedures ensuring appropriate documentation has been completed and sign off attained. • Manage administrative privileges in line with ICT policies. 4. Customer Services • Establish and portray a professional image of the department at all times with a customer focussed ‘can do’ attitude, setting expectations as appropriate for the resolution of issues whilst demonstrating the willingness to go the ‘extra mile’. • Proactively communicate with users to set expectations and enable the most efficient service delivery. • Maintain effective communication with other technical staff, operations staff and third party support staff. 5. Knowledge Base • Create and amend necessary support documentation to ensure known errors and troubleshooting guidance is recorded, assisting colleagues in resolution of ICT issues and ensuring a foundation of appropriate technical knowledge is maintained. • Maintenance of technical procedures to ensure they are current and remain fit for purpose. 6. Technical Projects • Implementation of new infrastructure, technology acquisitions, software solutions and upgrades. • Responsibility for completion of work schedules with the project organiser as directed by the Assistant ICT Manager. • To own and be responsibile for completion of tasks to established standards and quality expectations. • Maintain effective communication with other technical staff, operations staff, third party support staff and users. 7. Administration • Maintenance of ICT inventories including Media Library, Software Assets, Hardware Assets, Communications Lines etc. 8. Other Duties • Carry out any other duties that are within the scope and grading of the post which could also be requested by the line manager or Head of Service.